Conditional Call Routing Configuration

Learn how to customize your agent to correctly handle customer interactions and transfers efficiently.

SalesAi Resource Enablement
18 steps
60 seconds

Salesai

**Conditional Call Routing** uses conversation context to intelligently route callers to the right destination. Instead of relying on basic keyword matching, your AI Agent makes smarter transfer decisions based on the caller's unique situation.

Within the agent build, navigate to **Actions.**

Click **Set Up** for Live Transfer.

Click the **drop-down arrow** to view available transfer numbers. Then, check the box next to one or more numbers you would like the agent to use for transfers.

**Optional:** To add a new transfer number that is not already available in the list—or if no transfer numbers have been added yet—click **Add New Number** and follow the prompts to create a new transfer contact. When ready, click **Add Number.**

**You can add specific people and/or specific departments.** **Example: Transfer Option 1- Savannah Hickman; Transfer Option 2- Billing Team**

**Do not set a primary transfer number for Conditional Call Routing.** Routing decisions will be configured in the next few steps based on your conditions, so **do not click *Set as Primary*.**

Now, choose the Call Route type. Click the drop down arrow.

Choose **Conditional.**

For each person/department you have selected, you must input the **Number Description.** The Number Description is when and how to transfer to this number.

**Keep number descriptions short and specific.** If calls are routing incorrectly, refine the description instead of adding more detail. Simple descriptions produce the best results.

Example Number Description: ***Route here for callers with an existing system that is not working* fully— *error codes, reduced output, strange noises, or anything that feels like a malfunction.***

Next, set the availability for each individual person/department. By default, the system automatically assigns each person/department Monday-Friday 9 am to 5 pm.

If you wish to change the default hours, select **Edit Availability** under that specific person/department.

Decide the days/hours this person or department will be available. You can change the days/times, add more hours, or delete days entirely. Once set, click **Close Availability** to minimize this screen.

Optional: If all selected transfers will use the same availability, click **Apply to all Numbers.** If not, skip this step and proceed setting specific hours for each selected transfer.

Continue forward setting the Number Directory and Availability for each person/department selected.

Finally, choose the type of transfer (cold or warm). **Click the down arrow.**

Select Cold or Warm.

**Cold transfers do not require a transfer prompt.**

If warm was selected, input the transfer prompt. This is what the agent will say to the customer before the transfer is being initiated. If you wish to add custom variables to your warm transfer prompt, click the bracket icon **{ }.**

**Example Warm Transfer Prompt:** *When conducting a transfer, tell the user: "I've started the transfer now. While we connect, I'm going to pass along a quick summary of what we talked about, including the reason for your call. While we wait, feel free to ask me any questions."*

When finished, select **Save** in the bottom right-hand corner.

Ensure *Live Transfer* is enabled. When active, the Live Transfer option will be highlighted in green. To disable Live Transfer, simply toggle the *Enable* switch off. To edit your Live Transfer settings, select Edit Settings.

Conditional Call Routing Configuration

Learn how to customize your agent to correctly handle customer interactions and transfers efficiently.

SalesAi Resource Enablement
18 steps
60 seconds