How to Configure Routing Rules
Taalk Voice enables dynamic call routing logic for your inbound call flows. One of the key features is Routing Rules, which allows calls to be directed based on agent tags, caller ID, and other custom criteria. This article explains how to set up and apply routing rules using the State Rule Setting module.
📍 What is a Routing Rule?
A Routing Rule is a conditional logic applied to incoming calls that determines which user or group should handle the call. This ensures better alignment of caller needs and user specialization — for example, routing based on geographic state, language, or sales role (e.g., closer, setter).
🔧 Setting Up a State-Based Routing Rule
To route calls to users based on state alignment, follow the steps below:
Step 1: Navigate to Taalk Connect > Routing
From your dashboard, click on Contact Center, then select Routing from the right-hand sidebar.
Step 2: Create a New Rule
Click “+ Add New Rule” or select an existing rule to edit.
Step 3: Define the Rule Settings
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Name: Give the rule a descriptive name. Example: State Rule
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Internal Memo: (Optional) Use this to provide context, such as “Match the state of the task with the user’s state list.”
📞 Apply to Inbound Caller IDs
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Inbound Caller IDs: Specify the caller ID(s) this rule applies to. Example: +17047039423
⚠️ Note: Rules can only be applied to caller IDs dedicated for VDP (Verified Data Provider) flows.
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Automatically Pick Up: Choose whether to auto-answer calls under this rule. Default is No.
🔁 Configure Routing Logic
Under Routing Rules, define the logic using three fields:
|
Logic Type |
Attribute |
Value |
|---|---|---|
|
Equal/Include |
agent.closer |
true |
This rule states: Only route calls to users who have the tag agent.closer=true.
You can click + Add to configure multiple rules if needed, such as filtering for specific states, languages, or availability.
💾 Save and Activate
Once configured, click Save in the upper-right corner. The routing rule will be live for the specified inbound caller ID(s).
🔍 Best Practices
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Use clear naming conventions for routing rules (e.g., “NY Closer Rule”, “Bilingual Route - Spanish”).
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Make sure users have matching attributes or tags (e.g., agent.state = NY, agent.language = es) if you’re using extended filters.
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Regularly review call routing logic to optimize for performance and balance.
❓FAQs
Q: What happens if no user matches the routing rule?
A: The system will either hold the call in queue, forward to backup logic (if configured), or drop the call based on your fallback settings.
Q: Can I apply a rule to multiple caller IDs?
A: Yes, just add multiple inbound caller IDs to the same rule.
Q: Are these rules only for inbound voice calls?
A: Yes. These routing rules are designed specifically for voice calls received through designated inbound numbers.
Need Help?
If you need assistance configuring your routing rules or want help designing a routing flow that matches your team structure, contact your Taalk account specialist or reach us at support@taalk.ai.