Call routing

Route every call to the right person, first time

Build call flows in a visual editor. Route by time, country, language, skill or VIP status, queue calls when everyone is busy and fall back to mobiles or a message.

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Visual call flow builderQueues with hold musicNever-miss fallbacks

call flow · main line

Incoming call · +1 (888) XXX-4420

Welcome · "Press 1 for Sales, 2 for Support, 3 para español"

PRESS 1Sales queue · round robin

PRESS 2Support · skills based

PRESS 3Spanish agents

No answer in 20s → next agent → mobile

Still missed → SMS + WhatsApp follow-up

Example flow · build yours with drag and droppalfone.com

Why it matters

Fewer missed calls, faster answers

Answer faster

Calls skip the wrong desks and reach someone who can help.

Balance the load

Spread calls fairly across agents, teams and time zones.

Treat VIPs right

Send repeat customers to their own account manager.

How it works

Set up routing in three steps

Draw the flow

Drag blocks for greeting, IVR, time rules and teams.

Add your people

Add agents on app, desk phone or mobile into groups.

Publish

Attach the flow to any number. Changes go live instantly.

Features

Routing features

Time-zone routingFollow-the-sun flows across offices.

Geo routingSend callers to the nearest team by country or area code.

Skills & languageMatch callers to agents who speak their language.

Round robin & sequentialRing agents in turn or all at once.

Sticky agentReturn callers reach the person they spoke to before.

Call queuesHold music, position announcements and callback option.

Weighted routingSplit calls by percentage across teams.

FallbacksOverflow to mobiles, voicemail or a partner team.

CRM-based routingRoute by owner or status from your CRM.

Use cases

Routing that fits how you work

Multi-office businesses

Each region's calls ring its own office, with HQ as backup.

Sales teams

New leads go round-robin; existing customers go to their owner.

Support desks

Language and product skills decide who answers.

FAQ

Questions about call routing

What is call routing?

Call routing is the set of rules that decides where an incoming call goes, such as which team, agent or phone, based on time, caller details or menu choices.

Can calls ring on mobile phones?

Yes. Agents can answer on the PalFone app, a mobile, a desk phone or a SIP device.

What happens if nobody answers?

You choose: move to the next agent, queue the caller, go to voicemail, or send an automatic SMS or WhatsApp message.

Can I route calls based on my CRM data?

Yes. With CRM integration, calls can go straight to the lead or account owner.

Works well with

Build your first call flow

Tell us what you need. We'll suggest numbers, routing and a plan and set up a trial account for you, with straight answers and no sales pressure.

Chat on WhatsApp · +1 (555) 000-0000 Message on Telegram · @palfone sales@palfone.com