Call Routing

Call Routing automatically classifies calls by type and routes them to the appropriate scorecard and custom dataset. This lets you apply different quality criteria and data extraction to different kinds of calls.

Overview

Without routing, every call uses your default scorecard and dataset. With routing, you can automatically detect whether a call is a discovery, follow-up, demo, or any other type — and apply the right criteria accordingly.

How It Works

1. A call is processed and transcribed
2. Aila's AI classifies the call based on your routing rules
3. The matching scorecard and dataset are applied
4. Results appear in the call detail view

Creating a Routing Rule

1. Navigate to Settings > Call Routing
2. Click New Rule
3. Configure:
   • Rule Name — e.g., "Discovery Calls"
   • Description / Criteria — describe what makes a call this type (e.g., "First call with a prospect, focused on qualifying their needs")
   • Scorecard — which scorecard to apply
   • Dataset — which custom dataset to use
4. Click Save

Rule Priority

Rules are evaluated in order. The first matching rule wins. Drag rules to reorder them.

A Default rule at the bottom catches any calls that don't match earlier rules.

Tips

• Be specific in your rule descriptions — the AI uses these to classify calls
• Test rules by checking the Call Type field on recent calls in the call detail view
• Use separate scorecards for inbound vs. outbound calls if your criteria differ

Next Steps

• Custom Datasets — Define what data to extract per call type
• Call Scoring — Create scorecards to assign to routes
• Call Quality — See how routing affects quality scores