Smart routing allows you to utilize data from your tools via the API (such as contact attribution in CRM, agent skills, etc.) to automatically determine which agents calls should be directed to. In this guide, you’ll learn how to activate Smart Mode and configure webhooks to prioritize and balance call distribution within your team.

Use the Smart Routing in your IVR

1. Enable Smart mode

Navigate to your standards to select the voice menu you want to modify with smart routing rules.

1. Go to your IVR's page.
2. Click on the "Edit" button next to the standard you want to configure, or create a new one.
3. Click on the Configuration button.
4. Locate the scenario you want to modify.
5. Click on the gear icon of that scenario to open its settings.
6. Choose the "Smart" mode option.

2. Configure your webhook URL

Link your CRM or database with Ringover to take control and build your custom routing logic.

• Define custom logic: Use data from your external tools to prioritize forwarding calls to agents who have previously interacted with the caller, or to balance the workload across your team.
• Enter your Webhook: Provide the corresponding URL for your webhook using the technical documentation.

🔗 Click on “Learn more” inside the settings window to review the technical requirements and documentation for setting up your webhook.

🎉 You now know how to configure Smart routing and can harness your business data to send incoming calls to the most qualified agent every time!