Routing: who answers each channel

Routing decides who answers each channel of a number. Click a number's card to open its screen, pick the channel (Voice, SMS or WhatsApp) and open its Routing tab. If the channel is off, click Turn on.

The main answer

Each channel has one main answer under Who answers this number. It answers whenever no exception applies. Click Set an answer (or Change answer), choose where it goes under Send it to, and click Save.

Exceptions

Exceptions are rules checked before the main answer, top first: the first one that fits wins. Click Add an exception, and drag the grip to change the order. Typical exceptions: "After hours", "VIP Customers", "Calls from abroad".

An exception has a Name, an On / Off switch, and conditions under When a call comes in:

• Time: Any time, or Inside / Outside one of your time conditions.
• Number: the caller's number. Any number, starts with, is exactly, or matches pattern.
• Contact: Anybody, A known contact, Not a known contact, or a contact group.

With several conditions, the rule fires only when every one matches.

More options

• Record calls (voice): on for every new rule. Turn it off if you do not want recordings.
• Save unknown callers as contacts, Hold music and Label calls (voice): a label is a short text shown before the caller's number so your team knows which line the call came in on.
• Greeting (SMS and WhatsApp): a message of up to 2,000 characters.

Save stays disabled until the rule has a name and a complete destination. Delete rule asks you to confirm. You can also ask Teggy to route a channel to an agent for you.

Example: day and night

1. Main answer: AI Agent → Receptionist.
2. Exception "After hours": Time Outside "Office hours" → AI Agent → Message taker.
3. Exception "VIP Customers" (dragged to the top): Contact in group "VIP" → AI Agent → Priority support.