Call Routing

Configure automated classification rules to assign incoming calls to specific scorecard templates, call types, and team members.

Routing Mechanisms

Aila routes calls using two methods:

1. Deterministic Metadata Rules: Matches calendar event titles, dialer tags, phone numbers, or CRM deal stages.
2. AI Intent Classification: Evaluates transcript context during initial processing to determine call purpose.

Creating a Routing Rule

1. Navigate to Settings > Call Routing.
2. Click New Routing Rule.
3. Define matching conditions:
   • Source Platform: Filter by dialer or calendar integration.
   • Event Title / Keyword: Match strings in calendar invites (e.g., "Demo", "Discovery", "Loan Application").
   • Direction: Inbound or Outbound.
4. Assign target properties:
   • Scorecard Template: Assign the matching QA evaluation rubric.
   • Call Type: Assign the internal category.
   • Assigned User: Override or enforce rep ownership.
5. Click Save Rule.