How Team Routing Matches Callers to the Right Person

When a caller needs to reach a specific person or department, your agent finds the right team member through natural conversation — not a phone tree.

How Matching Works

Each team member has a profile with four fields the agent uses for matching:

• Name — "Can I speak to Dr. Smith?"
• Title — "I need to talk to the office manager"
• Department — "Can you transfer me to billing?"
• Tags — expertise keywords like "insurance", "new-patients", "spanish-speaking", "emergency"

When a caller asks for someone, the agent searches your team using these fields. The search is fuzzy — "Can I talk to someone about my bill?" matches a team member tagged with "billing" even though the caller didn't say the exact word.

What Happens During a Transfer

When the agent identifies the right person:

1. Availability check — the agent checks if the team member is within their configured transfer hours
2. Context handoff — the agent tells the team member why the caller is being transferred: "I'm transferring you to Sarah in billing. She'll be able to help with your statement question."
3. Live transfer — the call is transferred via Twilio to the team member's phone number
4. If unavailable — the agent offers alternatives: take a message, schedule a callback, or try another team member

Call Groups

For teams where any member can handle the call, call groups let you configure:

• Simultaneous — all members ring at once, first to pick up gets the call
• Round robin — calls are distributed evenly across members
• Least recent — the member who hasn't been attempted in the longest time rings first

Call groups have a timeout — if no one picks up within the configured seconds, the call returns to Allison who offers to take a message or try again later.

Transfer Hours

Each team member has configurable transfer hours. The agent only attempts transfers during those hours. Outside transfer hours, the agent knows the person is unavailable and handles the call accordingly — typically offering a callback or message.

Multi-Location Teams

In multi-location setups, team members are assigned to specific locations. When a caller reaches Location A's phone number, the agent's team search is scoped to Location A's members. This prevents a caller at your downtown office from being transferred to someone at the eastside office.

Why This Matters

Traditional phone systems route by extension number — the caller has to know who they want. Your agent routes by need — the caller describes what they need, and the agent figures out who can help. "I have a question about my claim" goes to the right person without the caller navigating a directory.

You can add or remove team members, or update their profile information (phone number, title, department, tags), by asking Allison — through the dashboard chat or by calling Allison.