Route incoming calls to specific agents

15 December 2021

In the early stages of a company's growth, having all inbound calls route to the same support agents is good enough. However as your company grows, routing support and onboarding calls to the right agents who are best suited to help becomes important.

Routing calls to specific people based on which page of your website a user is on ensures that they get the best possible support from the right agents.

Feederloop is excited to announce that this is now possible with the release of team based call routing.

Ensuring users get help from the right agents

Teams in Feederloop allow you to group agents and then route incoming calls from your website to specific teams. Here's how it works in a nutshell...

First you create a team from your Feederloop dashboard. Next you add agents to the team and lastly you specify which areas of your website should be linked to the team.

For example, lets say you have support agents who typically handle inbound calls from your website. However you also have sales staff who would be better suited to receive calls from prospects on your website who may be interested in buying.

In this case, you might want to ensure calls from users on your pricing page are routed to the sales staff while all other areas of your website are dealt with by your support agents.

To do this you would create a sales team in Feederloop, assign all sales staff to the team and then specify that calls from users who are on your pricing page should be routed to this team.

Easy as that. Now when a user initiates a call while viewing your pricing page, your sales staff will receive the call.

The options are endless. As your company grows, you can divide up areas of your website and assign them to relevant teams in any way that makes sense for your business.

What happens when agents in a team are unavailable

Continuing from the above example, you may be wondering what happens when there aren't any sales staff available. Here's where the concept of private versus public routes comes in.

When you specify which areas of your website should be routed to a team, you'll have the option to flag routes as private. Private routes ensure calls are only routed to members of that team with no secondary fallback routing.

If you choose to not flag a route as being private, calls will be routed to any available agents if the initial team of agents are unavailable.

Of course there are pros and cons to both options. Which option you choose will depend on your use case:

  • Not flagging a route as private ensures that if the first group of agents aren't available to answer a call, it can still be answered by someone else.
  • Flagging a route as private ensures that only agents who have been trained to deal with queries related to specific areas of your website or business can answer those calls.

In both cases, if all agents are offline or busy, users are presented with the option to leave a voice message.

We're excited to release this new feature and look forward to seeing how you use it to continue giving your users the best possible support and onboarding experience.