Choosing how calls come in: channel routing modes

On every channel's Calling tab, the routing section decides who gets an incoming call the moment it rings. You can change it anytime; the change applies from the next call onward.

The available modes

• Assigned agent: if the caller's conversation already has an assigned agent, it rings them first.
• Specific user: it always rings one particular agent you pick from a list.
• Ring all: it rings the whole workspace at once; whoever answers first takes it.
• Team: it rings a team's members, using one of three strategies: ring all at once, round robin (one after another), or first available.
• AI agent: an AI voice agent answers the call (requires the Crece plan or higher).
• IVR: the call goes into a phone menu first (requires the Crece or Escala plan).

Configuration

1. Channels → your channel → Calling tab.
2. Pick the mode in the routing section.
3. Depending on the mode, fill in the extra field: user, team (+ strategy), AI agent, or an IVR from the library.
4. Save your changes.

Example

You want calls on a Support channel to ring the whole "Support L1" team, rotating one by one, to spread the load evenly. You pick Team mode, select "Support L1", and set the strategy to round robin.

Tips

• If your team is small, start with Assigned agent or Specific user; add Team or IVR once call volume grows.
• Switching the team or the strategy resets the round-robin turn, so the next call starts again from the first member.