# Route a call

URL: /workflows/processes/call-routing/route-call · Id: `workflow:route-call`

> Route a call answers every call, sends the caller to the Role they need, and takes a message with a callback time otherwise.

Route a call answers every call, sends the caller to the [Role](/business/nouns/role) they need, and takes a message with a callback time otherwise.

## Trigger
Runs on `Conversation.created` where `channel = 'phone'`. Part of [Call routing](/workflows/processes/call-routing), run by the [Customer Team](/agents/customer).

## Steps
1. Answer with the Startup’s name, say the answer comes from an agent, and ask what the call is about.
2. Route sales calls to the Sales Engineer, support calls to the Customer Lead, and legal or press calls to their intakes.
3. Take a message and promise a callback time when no Worker is free.
4. Log the call summary on the caller’s Thread.

## Outputs
- [Conversation](/business/nouns/conversation)
- [Message](/business/nouns/message)

## Example
A caller says their invoice is wrong. The agent answers and routes the call to the [Customer Lead](/agents/customer/customer-lead). A two-line summary is on the caller’s [Thread](/business/nouns/thread) before the call ends.