Route every caller to the person most likely to help
Build rules once and let them do the sorting: by time of day, where the caller is, the language they chose, what they bought, or who they spoke to last time. Change any of it yourself in a visual editor.
- Visual call-flow editor
- Skills, time and location rules
- Sticky agent and VIP lanes
Fewer transfers, shorter calls
Right person, first time
Callers reach someone who can actually answer the question, instead of being passed around.
Hours that follow the sun
Send after-hours calls to another time zone, an on-call mobile or voicemail.
Regulars get recognised
Returning callers go back to the agent they spoke to before. VIPs can skip the queue.
Building a call flow
Drag in the blocks
Greeting, menu, time check, queue, voicemail. Connect them on a canvas.
Add your conditions
Caller country, number dialled, CRM tag, language or time window.
Publish and watch
Changes take effect immediately. Reports show where calls ended up.
What's included in Call Routing
Visual flow editor
See the whole call path on one screen.
Time-of-day rules
Hours, holidays and one-off closures.
Geographic routing
Route by caller country, state or area code.
Skills-based routing
Match on language, product or seniority.
Sticky agent
Reconnect callers with their last agent.
VIP priority
Jump key accounts to the front of the queue.
Ring strategies
Simultaneous, round robin, longest idle.
Overflow rules
Spill to another team when wait times grow.
CRM lookups
Route on data held about the caller.
Routing problems we solve most often
Multi-language support
Spanish speakers reach Spanish-speaking agents, without a menu if you prefer.
Follow-the-sun teams
Calls move between offices as the working day moves around the world.
Account management
Each customer reaches their own account manager directly.
Questions about Call Routing
Do I need a developer to change routing?
No. The flow editor is drag and drop, and changes go live as soon as you publish them.
Can routing use data from my CRM?
Yes, with supported integrations we can look up the caller and route on fields such as account owner, tier or open ticket.
What happens if nobody answers?
You decide: overflow to another team, offer a callback, forward to a mobile or send to voicemail.
Is call routing an extra cost?
Routing is included with Cloud PBX and Contact Center plans. Some advanced CRM lookups may need a higher plan.
Draw us your ideal call flow
Tell us roughly what you need. We'll suggest numbers, routing and a plan, set up a trial account, and give you straight answers without a hard sell.
Thanks, that's with us.
Someone from the team will be in touch within one business day.