Call Routing

This action node is only available to telephony-operated virtual agents.

Route the call to a Recipient

Choose between a contact from the Contacts, manually adding a phone number, or enter a previously collected parameter (such as $PHONE_NO - if you have collected a phone number from the caller or the system param $CALLER_PHONE_NUMBER) that stores a phone number.

When using routing, make sure to include the country code without a “+” sign.

"Failed" - This option will be triggered when the call did not connect with the destination for any reason. Even an answering machine picking up the call is considered connected. You can add any text-based nodes here, like Custom Code, Webhook, etc.

Record Call

Follow up on the conversation after the caller has been routed to the recipient. Select "Record Call" and you'll be able to listen to the entire conversation in the Call Reports. The transcript of it will be saved in the parameter shown in the drawer.

Send DTMF inputs to a routed call

Worried about having your users repeat their DTMF inputs after being routed? If the call is routed to a specified phone number, parameter or contact, you can send over DTMF inputs to the live representative or destination IVR as soon as the call is answered.

You can do this by toggling on the “Transfer DTMF answer” option within the Call routing and specifying the parameters or input you want to send in the text box.

The “*” and “#” digits are supported. You create pauses using “p”. Each pause will last around 500ms.

Please note that the DTMF input must be numbers without spaces or special characters. Invalid input will not be transferred to the routed call, however it will still be visible in the call reports.

If SIP is selected as the endpoint for routing, transferring of DTMF input will be disabled.