Route a call
Route a call answers every call, sends the caller to the Role they need, and takes a message with a callback time otherwise.
Trigger
Runs on Conversation.created where channel = 'phone'. Part of Call routing, run by the Customer Team.
Steps
- Answer with the Startup’s name, say the answer comes from an agent, and ask what the call is about.
- Route sales calls to the Sales Engineer, support calls to the Customer Lead, and legal or press calls to their intakes.
- Take a message and promise a callback time when no Worker is free.
- Log the call summary on the caller’s Thread.
Outputs
Example
A caller says their invoice is wrong. The agent answers and routes the call to the Customer Lead. A two-line summary is on the caller’s Thread before the call ends.