IVR Node: Route to User

The Route to user node (RouteToUser) hands the call to a single specific user rather than a whole team. It requires that agent to have a provisioned calling extension; otherwise the call automatically falls to the fallback edge.

Requirements

• The target user must have a provisioned calling extension (Settings → Users/Extensions).
• Optionally, an earlier node (e.g. Conversation lookup) may have stored the agent's ID in a variable, so the call can route back to the same agent who handled the customer before.

Configuration

• User: which user to transfer to, picked from a list.
• Use a variable (e.g. ${last_agent_id}): a dynamic alternative to the fixed picker — useful for "go back to the same agent from the last conversation".
• Timeout (seconds): how long it rings before counting as no-answer.
• Edge name when nobody answers: which node to jump to if the timeout hits or the agent has no extension.
• Also hand the chat over to the agent/team that picks up: on by default — the conversation gets reassigned to that agent once they answer.

Example

After a Conversation lookup node detects the customer has spoken before, a Route to user node uses ${last_agent_id} to try routing back to the same agent; if there's no answer within 20 seconds, the no-answer edge falls through to Route to team.

Tips

• Combine the dynamic mode (${last_agent_id}) with Conversation lookup to give returning customers continuity with the agent who helped them before.
• Confirm the agent is signed in and their extension is active before assuming the phone will ring.

Troubleshooting

If the call never rings the agent's phone, confirm they have an active, provisioned SIP extension. If you're using the dynamic variable, check that the previous node actually stored a valid agent ID — if the variable doesn't resolve to a number, the node treats the call as having no agent and follows the fallback edge.