Call routing

Call routing is the process of directing each incoming call to the right person, team, or destination based on rules such as the time of day, the caller’s need, or who’s available. It gets callers to the right place faster.

Routing rules can send sales calls one way and support another, or push after-hours calls to a backup. Done well, it cuts transfers and hold time; done poorly, it traps callers in dead ends and frustrating loops.

handlo can route conversationally — understanding what the caller actually wants and acting on it — then connect or escalate accordingly. Anything it can’t hand off live, it captures and texts to you, so no caller falls through a routing gap.

Related terms

Auto attendant: An auto attendant is an automated voice system that greets callers and directs them to the right person, extension, or department, usually through a menu of options. It answers and sorts calls without a live operator.
Warm transfer: A warm transfer is the act of passing a live call to another person along with context about who is calling and why, so the receiver is briefed before they pick up. The caller never has to repeat themselves.
Call forwarding: Call forwarding is a phone feature that redirects incoming calls from one number to another automatically. It lets your business line reach you on a mobile, another office, or a service no matter where you are.

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