Smart call routing
Route calls by team, location, language, or skill tags, with a status engine that always finds the right person.
Not every incoming call belongs with the same person. Smart call routing gives you the controls to match each call to the right person or group based on who your callers are, what they need, and who is actually available to help right now.
In Voxbi, routing decisions are built from two complementary ingredients: attributes that describe your users (the group they belong to, the location they work from, the languages they speak, the skill tags assigned to them) and statuses that reflect their current availability (Available, In a Meeting, Away, Do Not Disturb). Call flows combine these to create routing logic that is straightforward to read and easy to keep up to date as your team changes.
When you'd use smart call routing
A multilingual support line where callers should reach someone who speaks their language, with a fallback path when no matching agent is free.
A multi-site business where inbound calls to a regional number should land with the team at that location before overflowing elsewhere.
A team with mixed skills (for example, technical support versus billing) where the right person for each call is determined by a tag rather than a dedicated number for every specialism.