TL;DR
Create a new Call Routing rule here
Add that rule within the "Qualification" section of the applicable Call AI Agent(s)
To start, you'll want to create the Call Routing rules:
Login to your Structurely Account here
Head here to create your first ruleset 👇
Enter a recognizable name/label that reflects the underlying purpose of this routing configuration (e.g., 'Inbound Call Routing') 👇
& then be sure to click the "Create AI Call Routing" button once more to officially save the creation of this rule set.
Now it's time to create your first rule!
Selecting "Add Rule" will reveal a more detailed set of options 👇
Default - A single rule may be marked as a default, this will be used if the AI does not have clarity in its decision. If there is no default set, the Lead's Assigned Agent will be used.
Target Type - You can route calls to specific agents (that exist within your Structurely Homechat account) or directly to external phone numbers.
Target Agent - If your chosen Target Type is "Agent" you will see a dropdown selection for Target Agent which lists all possible recipients within your account:
Target Phone - If your chosen Target Type is "Phone Number" you will be prompted for the phone number and name of the intended live transfer recipient:
Description - Allows you to specify the condition for routing (e.g., if the lead lives in Colorado, if the lead has worked with a specific agent previously, etc.)
Pre-Transfer Message - This will be the message spoken to the lead by the Call AI Agent before the transfer is initiated. Feel free to modify this to be more/less generic or swap out the verbiage as you see fit!
⚠️ Be sure to select "Update Rule" in the lower right-hand corner after making any changes to each individual rule. ⚠️
You can repeat this process to create as many rules as need be within that same ruleset.
Now that you've established Call Routing Rules, they'll need to be added to the applicable Call AI Agents (here)
Head to the "Qualification" section of the appropriate Call Agent and scroll down to the Success Outcomes area 👇
Select the name of the Call Routing Configuration that you wish to utilize from the "Live Transfer Target" dropdown menu 👇
... then rinse & repeat this process for any other Call AI Agents that should be incorporating a specific Call Routing ruleset!
Best practices around Call Routing:
Double-check that all phone numbers entered manually are correct
Test the routing setup yourself to ensure it functions as intended
Regularly review and update routing rules as needed
Questions, comments, concerns? Let us help!
Reach out to us directly at help@structurely.com and we will get back to you!
- 🚀 The Structurely Team