Routing Configuration

Routing configuration controls how calls flow between your agents. It defines which agent answers first, what triggers a transfer, and what happens when the target agent is unavailable. Each agent instance stores its routing rules in a routing_config JSON field.

Primary vs. Secondary Role

In a multi-agent setup, one agent is designated as the primary and others as secondary:

• Primary agent -- Answers all inbound calls on the shared phone number. Acts as the front door.
• Secondary agent(s) -- Receives transfers from the primary agent when the caller's needs match specific triggers.

The most common pattern is a Receptionist as primary and Customer Support as secondary. The Receptionist handles general inquiries, scheduling, and message taking, while routing support requests to the CS agent.

Transfer Rules

Transfer rules define when the primary agent should route a call to a secondary agent. Each rule consists of:

When a caller uses language that matches the keywords, the primary agent recognizes the intent and initiates a handoff.

Example configuration with two transfer rules:

{
  "primary_instance_id": "inst_receptionist_xxx",
  "transfer_rules": [
    {
      "trigger": "support_request",
      "keywords": ["support", "help", "issue", "problem", "complaint"],
      "target_instance_id": "inst_cs_xxx",
      "announce": "Let me connect you to our support team."
    },
    {
      "trigger": "technical_request",
      "keywords": ["bug", "crash", "error", "technical", "API", "not working"],
      "target_instance_id": "inst_techsupport_xxx",
      "announce": "Let me connect you to our technical specialist."
    }
  ]
}

Max Transfers Per Call

To prevent circular transfers (Agent A sends to Agent B, which sends back to Agent A, and so on), the routing configuration includes a max transfers per call limit. The default is 3.

After reaching the maximum, any further transfer attempts result in escalation to the L3 human support number instead. This ensures callers never get stuck in a loop.

{
  "max_transfers_per_call": 3
}

Context Sharing

When a call is transferred between agents, the conversation context can be shared with the receiving agent. Enable this with the share_context flag:

{
  "share_context_on_transfer": true
}

When enabled, the receiving agent gets a conversation summary: "The caller was transferred because they need help with [issue]. Here is what has been discussed so far: [summary]." This prevents callers from having to repeat their issue.

See Handoff System for details on how context is preserved during transfers.

After-Hours Fallback

When a secondary agent is unavailable (outside business hours), the routing configuration specifies what happens instead:

{
  "after_hours_fallback": "callback",
  "fallback_instance_id": null
}

Configuring Routing

Routing configuration is set up through the My Agents section in your customer portal:

1. Navigate to My Agents
2. Select your primary agent instance
3. Go to the Routing tab
4. Add transfer rules with keywords and target agents
5. Set max transfers and after-hours behavior
6. Save the configuration

The routing rules are applied to the agent's system prompt and tool configuration automatically. For phone calls, transfer rules generate corresponding transfer_call tools that the AI can invoke during the conversation.

Cross-Number Routing

For Scenario C (two agents, two numbers), routing works differently. Instead of a persona switch within the same call, the primary agent uses native call transfer to route the caller to the secondary agent's phone number. This creates a new call leg:

• The caller hears a brief transfer tone
• The secondary agent answers on its own number
• The telephony provider charges for both call legs

Cross-number routing is configured by providing the target agent's phone number in the transfer rules, and the system generates the appropriate transfer_to_* tools with the phone number as the transfer target.

Full Routing Config Schema

{
  "role": "primary",
  "primary_for_numbers": ["phone_number_id"],
  "transfer_rules": [
    {
      "trigger": "support",
      "keywords": ["support", "help"],
      "target_instance_id": "...",
      "announce": "Transferring you now."
    }
  ],
  "business_hours": {
    "start": "09:00",
    "end": "18:00",
    "timezone": "Asia/Kolkata",
    "days": [1, 2, 3, 4, 5]
  },
  "after_hours_fallback": "callback",
  "max_transfers_per_call": 3,
  "share_context_on_transfer": true,
  "fallback_instance_id": null,
  "callback_enabled": true
}

A Product by BRTNeura Technology LLP