What’s New

Your voice genies can now route calls based on what the caller actually needs, not just which button they press on a phone tree. Smart Call Routing listens to the caller’s first few sentences, detects their intent, and sends them to the right place automatically.

No more “press 1 for sales, press 2 for support.” The genie just asks “How can I help you?” and figures out the rest.

Why We Built It

This was our most-requested feature since launch. Businesses told us the same thing over and over: “The genie is great at answering questions and booking appointments, but sometimes callers need a real person, and I want the right person to get the call.”

Before this update, you could set up basic call forwarding rules (forward after hours, forward on keyword), but there was no way to dynamically route based on what the caller was describing. A homeowner calling about a billing question and a homeowner calling about an emergency leak would both land in the same queue.

How It Works

Smart Call Routing takes about five minutes to configure:

1. Define your routes: In the genie settings, create routing rules like “sales inquiries,” “support requests,” “emergencies,” or any custom category that fits your business
2. Assign destinations: Each route points to a phone number, team member, or action (voicemail, schedule callback, create ticket)
3. Set fallbacks: If the genie can’t determine intent with confidence, it falls back to a default route or asks a clarifying question
4. Test it: Use the built-in call simulator to verify routing works before going live

The genie uses the same natural language understanding that powers its conversational abilities. It doesn’t need exact keyword matches. It understands context. “I think there’s water coming through my ceiling” routes to emergencies. “I got a bill I don’t understand” routes to billing. “I need a quote for a new system” routes to sales.

Who Benefits Most

Smart Call Routing is valuable for any business that handles more than one type of call, but it’s especially powerful for:

• Trades and home services: Route emergencies directly to on-call technicians while sending estimate requests to the scheduling queue
• Medical and dental offices: Separate appointment scheduling from prescription refill requests and urgent care needs
• Property management: Route tenant maintenance requests, leasing inquiries, and owner communications to different teams
• Professional services: Send new client inquiries to intake while routing existing client calls to their assigned contact

What’s Next

We’re already working on routing enhancements for the next release:

• Time-based routing: Different routes for business hours vs. after hours
• VIP caller detection: Recognize repeat callers and route them to their preferred contact
• Routing analytics: See which intents are most common and how routing affects resolution time

Smart Call Routing is available now on all plans. Set it up in your dashboard or learn more about voice genie capabilities.