Voice agent call routing
Call routing determines which agent, campaign, or destination a given lead or call should go to, based on rules like source, region, or product interest, so every conversation is handled by the setup actually built for it.
Routing on the outbound side
For outbound calling, routing typically means deciding which campaign a lead should be called through, based on where they came from, what product they're interested in, or other attributes, so each lead gets the pitch and qualification criteria that's actually relevant to them.
Routing on the inbound side
For inbound calls, routing can mean deciding whether the AI agent handles the call itself, or transfers it to a specific human team member or department based on the caller's needs, similar to how a traditional call routing system would work.
How routing rules are typically configured
Routing logic is usually defined through conditions, like lead source, region, or a specific field value, checked at the moment a lead or call arrives, and used to determine the destination automatically rather than requiring manual sorting.
Frequently asked
Yes, most systems support routing based on any relevant field passed in with the lead, not just a fixed set of predefined attributes.
More in Technical
A voice agent system is typically built from a few connected layers, a telephony layer that handles the actual phone connection, a speech processing layer that converts audio to text and back, and a language model layer that decides what to say.
Voice AI architecture generally follows a pipeline, speech to text converts what's said into text, a language model decides on a response, and text to speech converts that response back into audio, all repeated for each turn of the conversation.
A voice agent API generally lets you send leads into a calling campaign programmatically, trigger and manage campaigns through code, and pull call data, transcripts, and outcomes back into your own systems on demand.
See routing rules configured for your use case.
We'll walk through the setup in a 15 minute session.
