Setting up smart routing for your IVR

Intelligent routing, or "Smart routing," utilizes data from your tools via the API (such as contact attribution in CRM, agent skills, etc.) to determine which agents calls should be directed to. 👌

This type of routing can be used to prioritize call forwarding to an agent who has previously interacted with the caller or to balance call distribution within your team.

💻 Go to your Dashboard>IVR, in the section of Voice Standards.

• Click on the "Edit" button of the standard for which you want to configure your routing rules:

• Click on the configuration
• Select the scenario you want to modify by clicking on its gear.
• Choose the "Smart" mode 💡

• Provide the corresponding URL 🔗 for your webhook using the technical documentation.

There you go, now you know how to configure your own routing rules without any constraints. 🎉