Smart Routing

Smart Routers allow you to directly route callers based on information that can be immediately gathered about them, such as whether they are a repeat caller, their estimated location, their caller ID, the website they were using before calling, the current date and time, and more.  Using if/then conditions, you can build smart routers to execute complicated routing based on specific pieces of caller information.

You can route calls to a smart router from a tracking number, a voice menu, or a call queue, and you can use smart routers to send calls to a voice menu, call queue, geo router, receiving number, or even another smart router in your account.

Smart routers are not available on all plans.

Create a Smart Router

1. Go to Setting.

Holiday Router Presets

There are two Holiday Router Presets available:

• US Federal Holiday Router 2023: US Federal Holiday based on a 9 am start time
• Canadian National Holiday Router 2023 - Suggested Canadian National Holidays based on a 9 am start time 

Follow these steps to create a Holiday Router using a preset:

1. Go to Setting.

Testing Routing Rules

Each block of routing rules you create in your smart router can be tested to see if your rules would apply to an existing call in your call log.

1. Go to setting.

Condition Details

There are several conditions you can use to determine which route a call will take.  All options are listed below, including information on what each option does and how each one can be configured.

1. Go to setting