Conditional Call Routing Configuration
Conditional Call Routing uses conversation context to intelligently route callers to the right destination. Instead of relying on basic keyword matching, your AI Agent makes smarter transfer decisions based on the caller's unique situation.
Scroll through the steps below to successfully setup your Conditional Call Routing:
Not a visual learner? No worries! Walk through the step-by-step instructions below:
Conditional Call Routing allows your AI Agent to route callers based on the full conversation—not just keywords—so callers are transferred to the most appropriate person or department based on their situation.
How to Configure It
- Navigate to Actions within your AI Agent and select Set Up under Live Transfer.
- Select one or more existing transfer numbers, or add new people/departments if needed.
- Do not set a Primary transfer number. Conditional Call Routing determines the destination based on the routing rules you configure.
Configure Conditional Routing
- Set the Call Routing type to Conditional.
- For each transfer number, enter a Number Description explaining when calls should be routed there.
- Keep descriptions short, clear, and specific. If routing isn't working as expected, refine the description instead of making it longer. Less is best.
Set Availability
- Each transfer contact defaults to Monday–Friday, 9:00 AM–5:00 PM.
- Customize availability for individual people or departments as needed.
- If multiple transfer numbers share the same schedule, use Apply to all Numbers to save time.
Choose Transfer Type
- Select one of the following:
- Cold Transfer – Immediately transfers the caller without any additional messaging.
- Warm Transfer – The AI provides a brief message before initiating the transfer and can include custom variables in the transfer prompt.
Finish Setup
- Click Save.
- Ensure Live Transfer is enabled. When enabled, the Live Transfer toggle will appear green and your Conditional Call Routing will be active.