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Routing rules decide who receives a transferred call. A rule matches on reason and time window, optionally scoped to a location, and sends the call to a destination number. Settings → Call Routing. Requires the Call Transfer capability on the assistant.

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What a rule contains

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Building a routing table that holds up

1

Start with one catch-all

Reason General, time window Any time, pointing at your front desk. Nothing falls on the floor while you work out the rest.
2

Split out the reasons that go elsewhere

Billing to the billing extension, clinical questions to the nurse line, records to whoever handles them. Give each a lower priority number than the catch-all so it is evaluated first.
3

Add the after-hours row

Duplicate your important rules with time window After hours and a destination that is actually staffed: an answering service, an on-call mobile, or nothing at all.A rule pointing at an unstaffed desk after hours is worse than no rule: the agent transfers, nobody answers, and the caller thinks you hung up on them.
4

Scope per location if you need to

Rules can be set org-wide or for a specific office. A location’s rules override the org-wide ones for calls to that office.
Every destination number should be tested by calling it. The most common routing bug is a digit typo in a number nobody ever dialled.

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Warm vs blind transfer

Warm gives the receiving person a few seconds of context before the patient is connected. Use it for anything clinical or billing-related, where being handed a cold call is disorienting. Blind is faster and fine for the front desk, where whoever picks up expects patients.

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When no rule matches

The agent takes a message rather than transferring into silence. The message appears in Follow-ups and, if you configured them, goes out by email.