All glossary terms
GlossaryTerm 10 of 20
Call routing
Definition
The process of directing a lead or an incoming call to the right agent, campaign, or destination automatically, based on rules like source, region, or product interest.
Going deeper
01
On the outbound side
Routing decides which campaign a lead should be called through, so each lead gets the pitch and qualification criteria actually relevant to them.
02
On the inbound side
Routing can mean deciding whether an AI agent handles a call itself or transfers it to a specific person, based on what the caller needs.
Related terms
See routing rules configured for your use case.
We'll walk through the setup in a 15 minute session.
