Routing (Routers)
By default a phone number rings one agent. A Router lets a single number reach different agents depending on the call — the time of day, where the caller is calling from, and (soon) a menu choice or language. You build it once; it then applies automatically to every call.
Where: Dashboard → Routing. Assign a router to a number on Phone numbers.
Your agents don’t change at all. A Router just chooses which existing agent answers — so any agent can be a routing target with zero setup.
The idea
+1 912… ──► Router "Main Line" (rules run top-to-bottom, first match wins)
1. Business hours → Front Desk
2. Area code 305 → Miami Team
3. Fallback → After-hours Voicemail agentA call comes in, the Router walks its rules top-to-bottom, and the first rule that matches decides which agent picks up. One call still means one agent — the Router just picks the right one.
Create a router
New router
Go to Routing → New router, give it a name (e.g. Main Line), and you land in the builder.
Add rules
Add rules in the order you want them checked. For each rule, choose which agent it sends to:
- Business hours — pick a timezone, the days (e.g. Mon–Fri), and a from/to time. Inside that window → your chosen agent; outside → it falls through to the next rule.
- Caller area code — list area codes (e.g.
305, 786); calls from those areas go to the agent you pick.
Reorder rules with the up/down arrows. First match wins, so put the most specific rules first.
Set a fallback
The Fallback sits at the bottom and always matches — it’s the agent that answers when nothing above did (e.g. an after-hours agent that takes a message). Keep it on; without it, an unmatched call has no agent.
Test it
Use the Test strip: pick a day, a time, and a caller number, and it shows exactly which agent would answer — no real call needed.
Save & assign
Save, then go to Phone numbers and set a number’s Routes to dropdown to your router (it’s listed under Routers).
Rule types
| Rule | Routes by | Caller hears | Status |
|---|---|---|---|
| Business hours | day + time (your timezone) | nothing — instant | ✅ Available |
| Caller area code | where they’re calling from | nothing — instant | ✅ Available |
| Fallback | always (catch-all) | nothing — instant | ✅ Available |
| Menu / IVR | ”press 1 for sales…“ | a short menu | 🔜 Coming soon |
| Language | English / Spanish… | a one-line question | 🔜 Coming soon |
The available rules are silent: the right agent is chosen before the call is answered, so there’s no extra delay and the caller can’t tell routing happened. Menu and Language add one short spoken step (they have to ask the caller) and are coming next.
Common setups
After-hours
Open hours → live agent, after hours → message-taker.
- Rule 1 — Business hours Mon–Fri 9–5 → Front Desk.
- Fallback → After-hours agent (greets, takes a message, captures a callback number).
Tips & gotchas
- Order matters. Rules are checked top-to-bottom; the first match wins. Put specific rules above general ones.
- Always keep a fallback. It’s the safety net for any call that doesn’t match a rule.
- “Voicemail” and “send to a human” are just agents. Make an after-hours agent that takes a message, or an agent whose first action is Transfer call — then route to it.
- Area codes are US/Canada (NANP). Times are in the business’s timezone you set on the rule.
- One router can back many numbers — reuse it instead of rebuilding.