We're introducing the
Call Routing in Bot Studio
β so every incoming WhatsApp call reaches exactly the right agent, automatically.What Changes Now
You define the rules once inside Bot Studio. Every incoming call follows them β automatically, every time.
Route Calls Your Way
- Route Randomlyβ System picks one available agent at random. Simple, instant, zero complexity.
- Round Robinβ Fair distribution across your team. If one agent doesn't answer, the call moves to the next β until someone picks up.
- Ring All Simultaneouslyβ Everyone rings at once. Fastest finger wins. Best when speed is everything.
- Route to Assigned Agentβ Call goes straight to the agent already handling that customer's chat. Same person, full context, seamless experience.
- Escalate to Reporting Managerβ Agent doesn't answer? It automatically escalates to their manager. No missed calls for high-priority customers.
What Happens When Nobody Answers
Every routing method includes a
Call Not Answered node
β so you always control what happens next. Route to a backup agent, send the customer a message, or build a custom fallback. A call that falls through with no plan is a missed opportunity. This makes sure that never happens.Set it up once. Never lose a call again.
To get started with Call Routing, reach out to
DoubleTick Support
and we will set it up for you.