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Overview

Voice routing allows your AI agent to analyze conversations and direct users down different paths based on their responses. Each route can extract specific variables that can be used later in your workflow.

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How Routing Works

During a phone conversation, the AI:
  1. Listens to the customer’s responses
  2. Analyzes the intent and content
  3. Selects the most appropriate route
  4. Extracts variables from the conversation
  5. Continues to the next step in your workflow

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Creating a Route

Each messaging node can have multiple routes. To create a route:
  1. Navigate to your voice node
  2. Click on the Call Routes tab
  3. Click + Add Custom Route
  4. Configure the route settings

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Route Configuration

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Route Title

Give your route a clear, descriptive name: 
Good examples:
- "Product Not Received"
- "Order Status Inquiry"
- "Request Refund"
- "General Questions"

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Custom Instructions for AI Analysis

Provide clear instructions that tell the AI when to choose this route: 
Use this route if the user mentions they haven't received their package yet.
Be specific and avoid ambiguity. The clearer your instructions, the better the AI will route conversations.

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Variable Extraction

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Variable Types

You can extract four types of variables from conversations:
Any string of textExample: Customer name, product description, feedback comments
Date values that the AI will parse and formatExample: Order date, delivery date, appointment time
Numeric values including integers and decimalsExample: Order number, quantity, amount paid
True/false values based on customer confirmationExample: “Has the product arrived?” “Do you want a refund?”

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Adding Variables to a Route

  1. In your route configuration, click + Add Variable
  2. Enter a variable name (use underscore format: order_number)
  3. Select the variable type
  4. Add additional context if needed

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Variable Naming

Use clear, consistent naming: ✅ Good:
  • tracking_number
  • order_date
  • customer_name
  • refund_amount
❌ Avoid:
  • var1
  • data
  • info
  • Mixed casing like orderNumber

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Important: Voice vs Email/SMS Routing

Voice routing works differently than email and SMS routing!

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Voice Routing

For voice calls, your prompt must explicitly ask for the information you want to extract:
Example Prompt
Thank you for calling. I'll help you track your order.
Can I get your order number and the date you placed the order?
If your prompt doesn’t ask for the variable, the AI cannot extract it during the call.

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Email/SMS Routing

For email and SMS, the AI will automatically ask follow-up questions until it collects all required variables. You don’t need to include questions in your prompt.

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Using Extracted Variables

Once extracted, variables can be used in subsequent nodes using double curly braces: 
Hello {{customer_name}},

Your order {{order_number}} is being processed.

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Best Practices

Be Specific

Write clear, unambiguous routing instructions

Avoid Overlap

Make sure routes are mutually exclusive

Test Thoroughly

Call your bot and test each route

Use Fallbacks

Include a general route for unclear requests

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Example Route Configuration

Here’s a complete example for a product inquiry route: Route Name: Product Status Inquiry Custom Instructions: 
Use this route if the customer hasn't received their product and wants
to know the status of their order.
Variables to Extract:
  • order_number (Number) - The customer’s order number
  • order_date (Date) - When they placed the order
Voice Prompt: 
I can help you check on your order status. Can you please provide
your order number and the date you placed the order?

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Activating Your Workflow

Once you’ve configured your routes:
  1. Click the Test button (if available) to verify routing logic
  2. Toggle the workflow to Active in the top left corner
  3. Make test calls to verify behavior
Your voice routing is now set up and ready to intelligently handle customer conversations!

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Next Steps