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Smart routing

Write your own rules for who hears about what, so callers who mention a topic are passed to the right person by text or email.

Smart routing lets you write simple rules: "if a caller mentions these words, tell this person". Boiler breakdowns go to the engineer, invoices to accounts, new patients to reception.

What it does

• You can write up to six rules. Each has Rule 1: when they mention (words or short phrases, separated by commas; capitals don't matter) and Rule 1: tell (up to 3 UK mobiles or email addresses, separated by commas).
• Words match whole words or phrases in what the caller said: "leak" matches "there's a leak" but not "leaking".
• Nothing matches: tell (optional): someone to tell when no rule matches.
• Route: which things are routed. Choose Call backs, enquiries and urgent calls (the default), Call backs and urgent calls, or All of those, plus every call summary.
• When several rules match: Use the first one, or Tell everyone who matches.

The text or email says what happened, for example "Smith Plumbing: Callback requested. Ann Lee, +447700900123 would like a call back: boiler making a banging noise". Emails also say which rule sent them, and urgent ones start with "URGENT" in the subject.

What you need

• For texts: texts from your number set up in Settings > Phone line.
• For email: the Email notifications plugin, set up with a send-from address.

Setting it up

1. Switch the plugin on from the Plugins page (see Plugins overview).
2. Fill in your rules. A rule needs both words and someone to tell, or it won't save.
3. Add a Nothing matches contact if you want one.
4. Choose Route and When several rules match.
5. Press Save and test, then Show my rules to see them written out in plain words.

If a text or email can't be sent, the plugin shows Needs attention on the Plugins page and says why in Recent activity.

What it costs

Free. Texts are charged by your phone provider on your own account with them. Emails go through your own email service.

Privacy

The caller's name, number and what they asked about are sent to the mobiles and email addresses in your rules, through your phone provider and your email service. Nothing goes anywhere else.

Limits

• It matches words, not meaning. "Radiator" won't match a rule for "heating" unless you add both.
• Only UK mobiles can get texts.
• Texts may come from your business name rather than your number. See Texts and opt-outs.
• If someone in your rules has replied STOP to a text from your number, they won't get routed texts until they reply START.
• Routing tells people; it doesn't change what your receptionist says to the caller.

Still stuck? Write to hello@callscovered.ai with your business name and what you were trying to do, and a person will reply.