Call Management

Can I Automatically Route Returning Callers to the Same Agent?

Yes! ZIWO offers Smart Routing to ensure customers are directed to the most familiar agent.

To enable it:

1. Open Admin Dashboard > Smart Routing.
2. Click Add New Smart Routing.
3. Choose your routing type:

- Number – previous caller history
- Range – phone number batches
- Country – region-based routing

4. Set the Routing Action:

- IVR
- Queue
- Play an Audio File
- Hang Up

5. Select the affected numbers (DIDs).
6. Click Save.

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🔄 Smart Routing is great for personalized service and improving customer retention.

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