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Call Routing & Escalation

Call routing determines how and when calls are transferred from AI agents to human operators. Effective routing ensures callers reach the right person while maximizing AI resolution rates.

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Routing Types

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Cold Transfer

Immediately transfer the call without context: 
{
  "type": "cold_transfer",
  "destination": "+14155551234"
}
The caller is connected directly. The recipient has no context about the call. Use when:
  • Caller explicitly requests a specific person
  • Emergency situations requiring immediate human contact
  • Simple routing (e.g., “Press 1 for sales”)

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Warm Transfer

Agent briefs the recipient before connecting: 
{
  "type": "warm_transfer",
  "destination": "+14155551234",
  "brief": "Connecting a patient who needs to reschedule their appointment for tomorrow."
}
The AI:
  1. Places caller on hold
  2. Calls the destination
  3. Provides context to the recipient
  4. Connects both parties
Use when:
  • Complex situations requiring context
  • Caller has already explained their issue
  • Recipient needs preparation

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Announced Transfer

Similar to warm transfer, but the caller hears the announcement: 
{
  "type": "announced_transfer",
  "destination": "+14155551234",
  "announcement": "I'm transferring you to our billing department. They'll be able to help with your invoice question."
}

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Queue Transfer

Route to a call queue or ring group: 
{
  "type": "queue_transfer",
  "queue_id": "queue_support",
  "priority": "high",
  "wait_message": "Please hold while I connect you to an available representative."
}

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Routing Rules

Configure conditions that trigger routing:

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Intent-Based Routing

{
  "routing_rules": [
    {
      "condition": "intent == 'billing_dispute'",
      "action": {
        "type": "warm_transfer",
        "destination": "+14155551111"
      }
    },
    {
      "condition": "intent == 'technical_support'",
      "action": {
        "type": "queue_transfer",
        "queue_id": "queue_tech"
      }
    }
  ]
}

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Keyword-Based Routing

{
  "routing_rules": [
    {
      "condition": "keywords_detected(['emergency', 'urgent', 'critical'])",
      "action": {
        "type": "cold_transfer",
        "destination": "+14155559999",
        "priority": "immediate"
      }
    }
  ]
}

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Caller-Based Routing

{
  "routing_rules": [
    {
      "condition": "caller.account_tier == 'enterprise'",
      "action": {
        "type": "queue_transfer",
        "queue_id": "queue_enterprise"
      }
    },
    {
      "condition": "caller.assigned_rep != null",
      "action": {
        "type": "warm_transfer",
        "destination": "{{caller.assigned_rep.phone}}"
      }
    }
  ]
}

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Time-Based Routing

{
  "routing_rules": [
    {
      "condition": "is_business_hours == false",
      "action": {
        "type": "voicemail",
        "mailbox_id": "after_hours"
      }
    }
  ]
}

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Escalation Triggers

Define when the AI should escalate to humans:

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Automatic Triggers

TriggerDescription
max_turns_exceededConversation exceeds turn limit
low_confidenceAI confidence drops below threshold
sentiment_negativeCaller becomes frustrated
repeated_failureAI fails to understand multiple times
explicit_requestCaller asks for a human

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Configuration

{
  "escalation": {
    "triggers": {
      "max_turns": 10,
      "confidence_threshold": 0.6,
      "sentiment_threshold": -0.5,
      "failure_count": 3
    },
    "default_action": {
      "type": "warm_transfer",
      "destination": "+14155551234"
    }
  }
}

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Destination Types

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Phone Numbers

Direct transfer to a phone number: 
{
  "destination": "+14155551234"
}

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Extensions

Transfer to an internal extension: 
{
  "destination": "ext:1234"
}

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SIP Addresses

Transfer via SIP: 
{
  "destination": "sip:user@domain.com"
}

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Queues

Route to a call queue: 
{
  "destination": "queue:support",
  "queue_options": {
    "max_wait_time": 300,
    "position_announcement": true
  }
}

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Ring Groups

Ring multiple numbers simultaneously: 
{
  "destination": "ring_group:sales",
  "ring_strategy": "simultaneous",
  "ring_time": 30
}

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Fallback Handling

Configure behavior when routing fails: 
{
  "routing": {
    "destination": "+14155551234",
    "fallback": {
      "on_no_answer": {
        "action": "try_alternate",
        "destination": "+14155555678",
        "timeout": 30
      },
      "on_busy": {
        "action": "voicemail",
        "mailbox_id": "general"
      },
      "on_failure": {
        "action": "collect_callback",
        "message": "I'm unable to connect you right now. Can I have someone call you back?"
      }
    }
  }
}

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Transfer Context

Pass information to the receiving party:

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Screen Pop Data

{
  "transfer_context": {
    "screen_pop": {
      "caller_name": "{{caller.name}}",
      "caller_phone": "{{caller.phone}}",
      "account_id": "{{caller.account_id}}",
      "call_summary": "{{conversation.summary}}",
      "intent": "{{detected_intent}}"
    }
  }
}

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Whisper Message

Play a message to the recipient before connecting: 
{
  "transfer_context": {
    "whisper": "Incoming call from {{caller.name}} regarding {{detected_intent}}."
  }
}

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Analytics

Track routing effectiveness:
MetricDescription
Transfer RatePercentage of calls transferred
Escalation RatePercentage escalated due to triggers
Transfer SuccessSuccessful vs. failed transfers
Hold TimeAverage time callers wait during transfer
Resolution After TransferFirst-call resolution post-transfer

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Best Practices

Warm transfers provide better caller experience and equip recipients with context.
Don’t leave callers on hold too long. 30 seconds is a good maximum before fallback.
Every routing path should have a fallback for when the destination is unavailable.
High escalation rates indicate the AI needs better training or knowledge.
Regularly test all routing scenarios to ensure they work as expected.

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Next Steps