Behavior & Routing
Rules
Decide how calls get classified and routed by intent, keyword, or time of day — so every call ends up exactly where it should. No manual sorting, no missed calls after hours.
Billing Agent
Matched: “refund” heard
Rules that decide where a call goes
Write it once as a plain IF / THEN rule — the agent checks every call against it before it even answers.
From ring to the right destination
Right agent
Matched by intent
Every call, routed on purpose
IF intent == "pricing" OR "booking"
Calls route automatically by intent or keyword
Without a rule: every call follows the same flow, regardless of intent
IF call_time > 18:00 OR < 09:00
Time-of-day rules send after-hours calls the right way
Without a rule: after-hours calls get treated the same as business hours
IF no_rule_matched == true
A fallback rule catches anything unmatched
Without a rule: unmatched calls have nowhere defined to go
Route by intent
Calls sorted by what's actually said
Write a plain IF / THEN rule once — the agent checks every call against it by intent or keyword before it even answers.
Ready to set your routing rules?
Build your first agent free, then define how calls get classified and routed — by intent, keyword, or time of day.
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