Configure Intelligent Call Routing with AI Voice Agent
Intelligent call routing lets your AI Voice Agent determine why someone is calling and route them to the right team, department, or individual — without a rigid IVR menu. The agent has a natural conversation, identifies the caller's need, and transfers accordingly.
Available on: All AI Voice Agent plans.
How It Works
Instead of "Press 1 for sales, press 2 for support," the agent asks the caller what they need and makes a routing decision based on the conversation:
- Caller explains their need in natural language
- Agent identifies the intent (sales, support, billing, scheduling, etc.)
- Agent transfers to the appropriate destination
The caller never navigates a phone tree. They just say what they need.
Setting Up Intelligent Routing
Step 1 — Define routing rules in the agent's behavior
On the Behavior tab, include routing instructions in the agent role or system prompt:
"Route callers based on their need:
- Sales inquiries or new customer questions → transfer to Sales Team at extension 200
- Billing or payment questions → transfer to Billing at extension 300
- Technical issues or product troubleshooting → try to resolve from the knowledge base. If unresolved, transfer to Support at extension 400
- Appointment scheduling → book directly on Google Calendar
- General questions → answer from the knowledge base"
Step 2 — Configure transfer targets
On the Actions tab, add transfer actions for each routing destination:
- Set the transfer type (cold or warm) for each target
- For warm transfers, define what context the agent should share with the recipient
Step 3 — Add fallback routing
Define what happens when the agent cannot determine intent:
"If the caller's need does not match any routing rule, ask one clarifying question. If still unclear, transfer to the main reception line at extension 100."
Routing Strategies
Intent-Based Routing
Route based on what the caller needs:
| Intent detected | Action |
|---|---|
| Wants to buy or upgrade | Transfer to sales |
| Has a problem with the product | Attempt self-service, then transfer to support |
| Asking about a bill or payment | Transfer to billing |
| Wants to schedule or reschedule | Book on calendar |
Caller-Based Routing
Route based on who is calling (requires CRM integration or Fetch Context):
| Caller type | Action |
|---|---|
| VIP / Enterprise customer | Transfer directly to dedicated account manager |
| Existing customer | Route to support |
| Unknown number | Route to sales qualification |
Time-Based Routing
Combine routing with business hours:
"During business hours (8 AM – 5 PM), transfer to live agents. After hours, take a message and schedule a callback."
Combining with Knowledge Base
Before transferring, the agent can attempt to resolve the caller's question from the knowledge base. This reduces unnecessary transfers and gives callers faster answers.
Configure this in the behavior prompt:
"Before transferring to support, check the knowledge base for an answer. If you find a relevant answer, provide it and ask if the caller's issue is resolved. Only transfer if the caller still needs help."
Monitoring Routing Performance
Review routing effectiveness in AI Voice Agent Analytics:
- AI resolution rate — how many calls the agent resolved without transferring
- Transfer rate — how many calls required a human handoff
- Transfer destinations — which teams receive the most transfers
High transfer rates to a specific team may indicate a knowledge base gap you can fill.
Related Articles
- Create Your First AI Voice Agent — full setup walkthrough
- Cold & Warm Transfers — transfer types and configuration
- AI Voice Agent Call Flow — greeting modes and conversation pacing
- AI Voice Agent Behavior — role, personality, and system prompts