Department Routing: Get Every Call to the Right Team

Every call has an owner: sales questions belong with sales, problems with support, invoices with billing. UIRIX gets each inquiry to the right team with the tools it has today - live call transfer to a department, support tickets, escalation to a supervisor, e-mails sent during the call and a summary e-mail after each call - so no inquiry falls through the cracks.

1. How Department Routing Works in UIRIX

UIRIX routes inquiries with actions the agent can take during the call.

How It Works:
1. Customer calls and speaks with AI agent
2. The agent works out what the caller needs from the conversation
3. Depending on the need, it transfers the live call, opens a support ticket, escalates the issue, or sends an e-mail
4. After the call ends, you receive a summary e-mail with the transcript and AI summary
5. Every conversation is also kept in your dashboard history

Example: Customer says "I'm interested in your product, but I'm having trouble with my billing."
- The agent answers the product question from its knowledge base
- It creates a support ticket for the billing problem
- If the caller wants a person, it transfers the call to your billing line

2. Setting Up Your Departments

Routing Tools:
- Transfer Call: List department names and their phone numbers; the agent transfers the live call to the right one
- Create Support Ticket: Records the issue with a priority level
- Escalate Issue: Flags an issue for a supervisor with an urgency level
- Send Email: Sends the caller an e-mail with the details they asked for

Example Setup:

Transfer Call Directory
Sales - +1 555 0101
Support - +1 555 0102
Billing - +1 555 0103

Customer Support Add-on
Create Support Ticket + Escalate Issue

Email Notifications
Turn on e-mail notifications to receive a summary of every call in your inbox

3. When to Set Up Department Routing

Ideal For:
- Businesses with 3+ departments
- High call volume (50+ calls/day) with varied topics
- Teams need automatic triage of inquiries
- Want to eliminate manual call forwarding

Not Ideal For:
- Solo entrepreneurs (one person handles everything)
- Single-purpose reception (appointments only)

Decision Rule: If different people/teams handle different topics → List them for live transfer and turn on tickets and escalation

4. When Rebuild is Required

After adding routing capabilities, you must rebuild your agent.

Why Rebuild:
- New capability added → Agent's instructions must include it
- Without a rebuild, the agent does not know it can use the new tools

How to Rebuild:
1. Save your capability settings
2. Go to Agent Settings
3. Click "Rebuild My Agent" (or the rebuild banner that appears after the change)
4. Wait for the rebuild to finish
5. Agent updated with the new routing tools

Conclusion

Live call transfer, support tickets, escalation and summary e-mails get every call to the right team. Setup takes a few minutes from your agent's capability settings.

Written by UIRIX Team

UIRIX AI Content Team