> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Routing (Skill)

> Let agents cold-transfer calls to specific phone numbers based on phrases said by the bot or the caller.

The **Call Routing** skill lets your agent **cold‑transfer** an active call
to a specific phone number when certain phrases are spoken.

You define simple rules such as:

* When the **bot** says “Let me patch you through” → transfer to Dave at `+14151112222`
* When the **human** says “Support” → transfer to Sophie at `+12314270677`

When a rule matches during the conversation, Fluents immediately transfers the
call to the configured number (US 10‑digit numbers), and the AI agent drops
off the call.

***

## Video: Call Routing (Skill)

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/jAxq5Dh5Ujo" title="Video: Call Routing (Skill)" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />

***

## How it works

With Call Routing enabled:

* You define one or more **conditions** in the **Configure Call Routing** dialog.
* Each condition specifies:
  * Who says something: the **bot** (AI agent) or the **human** (caller)
  * The **phrase** that must be spoken
  * The **recipient name** (for your reference)
  * The **recipient number** (US 10‑digit number)

During a call:

* If any condition matches:
  * The call is **cold‑transferred** to the configured number.
  * The caller hears standard ringing while the transfer is attempted.
  * The AI agent is no longer on the line.
* If the transfer fails (for example, unreachable number), the call ends
  because it is a cold transfer.

Call Routing can be used with **any agent** (inbound or outbound) that can
place or receive phone calls.

***

## Prerequisites

Before using Call Routing, make sure:

* Your workspace has at least one **telephony provider** and **numbers**
  configured (so calls can be placed).
* The target numbers you plan to transfer to are valid **US 10‑digit phone
  numbers**.
* Your agent’s **prompt** is written to say the exact phrases you configure
  for any “bot says” rules.

***

## Enable Call Routing on an agent

1. Go to **Agents** and select your agent.
2. On the **Basic Information** tab, find **Choose Skills**.
3. Click **Call Routing** to add the skill.
4. The **Configure Call Routing** dialog opens.

***

## Configure Call Routing conditions

In the **Configure Call Routing** dialog, each condition has two parts:

1. **Trigger phrase**
2. **Transfer destination**

You can add multiple conditions using **+ Add more conditions**.

### 1. Trigger phrase

For each condition:

* Choose **who** must say the phrase:

  * **bot** – the AI agent
  * **human** – the caller

* Enter the **Phrase** that must be spoken.

Behavior:

* For **bot**:

  * Matching is **exact**.\
    The agent must say **exactly** the phrase you configure here.
  * You should ensure the same wording appears in your Agent Prompt so the
    bot naturally says it at the right time.

* For **human**:
  * The phrase match is more flexible, because real callers may phrase things
    differently.
  * You can keep phrases shorter and more generic (for example, “support”)
    so they are more likely to match.

> Because `bot` rules use exact matching, they are more predictable and give
> you tighter control over when transfers happen.\
> `human` rules provide more flexibility but can be less precise.

### 2. Transfer destination

For each condition, set where to send the call:

* **Transfer to** – a descriptive **Recipient Name** (for example, “Dave”,
  “Support”, “Sales queue”).
* **at** – the **Recipient number**, a valid US 10‑digit phone number.

You can reuse the same number in several conditions if needed.

Once a condition is satisfied during a call, Fluents immediately initiates the
transfer to this number.

Click **Save** in the dialog when you are done, then save the agent.

***

## Caller experience

With Call Routing configured, a typical flow might look like:

* **Bot‑triggered transfer**

  1. The agent handles the initial conversation.
  2. Once it determines a human should take over, it says something like:\
     “Let me patch you through” (exact phrase configured for a `bot` rule).
  3. The rule matches and the call is transferred to the target number.
  4. The caller hears ringing while the transfer goes through.
  5. The AI drops off; the human picks up and continues the conversation.

* **Human‑triggered transfer**

  1. The caller says a key word or phrase, such as “support” or “sales”.
  2. A `human` rule matches that phrase.
  3. The call is transferred to the configured destination as above.

If the transfer cannot be completed (for example, invalid number or network
issue), the call ends because it is a cold transfer.

***

## Best practices

* **Use bot‑triggered transfers for reliability**\
  Since `bot` phrases are exact‑match, you control exactly when routing
  happens. Write the same phrase in your Agent Prompt so the agent uses it
  consistently.

* **Keep human phrases simple**\
  For `human` triggers, use short, clear words that are likely to appear in
  many variations of the request (for example, “support”, “sales”).

* **Test all routes**\
  Use **Test Call Agent** and say the trigger phrases (or let the bot say its
  trigger phrase) to confirm:

  * The correct route fires.
  * The call rings on the right number.
  * The human receiving the call understands who is being transferred.

* **Document destinations for your team**\
  Use clear recipient names (for example, “Support L1”, “Billing”, “On‑call
  manager”) so others on your team can understand and maintain the routing
  logic.

***

## Where to go next

* Combine Call Routing with **Appointment Scheduling** so agents can both
  hand calls off and book follow‑up meetings:\
  **[Appointment Scheduling (Skill)](/product/features/skills/appointment-scheduling)**.

* Learn how agents are configured more broadly in the\
  **[Agent Feature Guide](/product/features/agent)**.

* Review how numbers and providers are set up for calling in\
  **[Numbers](/product/features/numbers)** and\
  **[Providers](/product/features/providers)**.