AI call routing that knows when to involve a person
Truvoca can identify the reason for a call, collect the approved context, and use a tested routing rule. When the case needs judgment, urgency, sensitive handling, or an unsupported action, the automated path stops and the caller moves to the agreed team route.
30 minutes over Google Meet. Times are shown in Eastern European Time (GMT+03:00). Scheduling runs on Google Calendar, so choosing a time takes you into Google’s service.
Why this workflow needs clear boundaries
Traditional menus ask callers to choose a department before the business understands the request. A useful routing workflow first gathers only what the next person needs, then chooses among a live transfer, queue, notification, or callback task that actually exists.
How the workflow runs
- Receive the inbound call and approved context
- Ask the minimum questions needed to identify intent
- Check routing rules, schedules, and supported destinations
- Transfer or create the tested follow-up path
- Attach the captured context and record the outcome
Rules and exceptions
- Urgent or safety-related language leaves the normal automation path
- Identity or authorization checks occur before protected information is shared
- Unsupported departments and unavailable staff use a defined fallback
- The agent does not promise a live transfer unless availability is verified
- No route silently ends without an outcome for the caller or team
Systems and data
The workflow may use business hours, team queues, phone destinations, customer or lead context, and the reason for calling. It may write a disposition, callback task, notification, or transfer result. Exact fields, recipients, and failure behavior are confirmed during implementation.
What to bring to a demo
Bring your routing tree, staff destinations, after-hours rules, and three exception examples. We will map the handoff flow for a tailored demo.
FAQ
FAQ
Can Truvoca transfer a live call?
A live transfer can be configured when the phone route, staff availability, caller experience, context handoff, and fallback have been tested. Until then, use callback or notification language.
What information follows the caller?
Only the approved context needed by the receiving team, such as the caller's stated reason, selected details, and workflow outcome. The exact fields depend on the route and privacy rules.
What happens when no one is available?
The implementation may offer a callback task, message, alternate queue, or another approved route. The public page should name only behavior that exists and has passed testing.
Can different locations use different rules?
Yes, if locations, schedules, destinations, permissions, and fallbacks are represented accurately in the routing configuration and tested separately.
Does the agent decide whether a call is an emergency?
The agent should not diagnose or guarantee emergency classification. It can recognize approved signals, use required wording, stop the normal flow, and follow the reviewed escalation rule.
How do we test human handoff?
Test normal transfers, unavailable staff, wrong destinations, dropped connections, missing context, urgent language, and the caller declining the transfer.