Route calls by intent, hours, location, team, or urgency, with AI agents covering the gaps and humans joining when it matters.
Open
3 members · 30s
After hours
Answers + books
Every caller should reach the right next step without bouncing through menus.
Intent detected · New quote
Routing to sales team
Intent routing
Send sales, support, emergencies, VIPs, and existing customers down different paths without making callers repeat themselves.
Mon–Fri · 9:00–18:00
America/New York
Coverage rules
Change paths automatically when teams are open, closed, busy, or covering a different location.
Maria Lopez
Caller · on the line
Dana · East team
Ringing…
Context attached
Intent · Urgent repair
Summary · No heat, 2 kids at home
Next step · Dispatch tech today
Escalation
Transfer urgent or valuable calls to the right owner with the transcript, summary, and recommended next step attached.
Vocal turns call routing into a living workflow across numbers, AI agents, team availability, SMS follow-up, and human handoff.
Classify what the caller needs during the conversation, then route the call to the right team, agent, or follow-up path.
Intent routingNew quote
→ Sales
Support
→ Service desk
Urgent
→ On-call
Give each market, department, and schedule its own path while keeping every call visible in one workspace.
Phone numbers12
Locations
8
Teams
4
Fallbacks
AI agents handle routine questions and send high-intent, urgent, or sensitive calls to the right person with context.
Live handoffMonitor answer rates, wait time, escalation volume, and fallback activity across every number and team.
AnalyticsRouting health
All teams answering normally
94%
Answer rate
18s
Avg wait
6
Escalations
Fallback activity
12 calls
Missed
0
Route overflow and after-hours calls to AI agents before customers hit voicemail.
Send callers to the team, location, or manager responsible for the next step.
Escalate with summary, intent, transcript, and next action already attached.
Keep a record of why each call moved through each routing decision.
Yes. Vocal can classify intent during the conversation and use that context to route calls to the right team, agent, or follow-up path.
Yes. You can route by business hours, location, team availability, and fallback rules so calls still get handled when a team is closed.
Yes. AI agents can answer first, collect context, and transfer to a human when the call is urgent, sensitive, or high intent.
Yes. Numbers can have their own routing paths, ownership, inboxes, AI fallback, and escalation rules.
Yes. Calls can include routing traces, summaries, handoff status, and follow-up history so teams can audit what happened.
See how Vocal can answer, classify, route, and escalate calls from one workspace.