Contacts based incoming call routing

contacts based incoming call routing

→ this feature enables routing incoming calls per contact to specific users, groups, or call flows.

what changes

incoming calls can now be routed individually based on contact settings. each contact’s incoming calls can be directed to designated user(s), group(s), or predefined call flows. this adds granular control over call distribution beyond general rules.
the setting is managed within the cockpit component and is currently in testing to ensure reliability and seamless integration with existing routing logic.

benefits

  • precise call routing per contact
  • reduces call handling time
  • improves customer experience
  • flexible routing options

use cases

  • route VIP client calls to dedicated agents
  • direct partner calls to specific groups
  • customize routing for high-priority contacts
  • implement personalized call flows per contact

how it works

  1. assign routing preferences to individual contacts within cockpit.
  1. configure target user(s), group(s), or call flow for each contact.
  1. incoming calls from that contact follow the assigned routing path.
  1. routing logic overrides default or general call routing rules.
▸ to optimize call handling, regularly review and update contact routing settings based on changing priorities or team structure.