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Phone Routing

Phone Routing placeholder

Phone Routing directs callers to departments/numbers using configured routing logic.

When to use this tool​

  • Multi-department call flows
  • Sales vs support split routing
  • Regional line routing

Configuration​

  • Add destination map (department → number)
  • Define routing logic and confirmation behavior
  • Set fallback destination

Phone Routing config placeholder

Example usage​

User prompt:

I want to talk with surgery department

Expected behavior:

  • Identifies routing intent
  • Transfers caller to configured destination
  • Handles unknown intent via fallback path

Phone Routing example placeholder

Validation checklist​

  • Confirm tool is attached to correct Subagent
  • Test both success and failure path in Preview
  • Verify deployed behavior in Interact for real user phrasing

Common issues​

  • Missing fallback route causes dead-end experiences
  • Overlapping intent rules can misroute calls

Best practices​

  • Keep route taxonomy simple
  • Test edge intents and fallback prompts