21 Aug 2026: Route calls to specific operators

Ricardo Updated by Ricardo

Up until now, an incoming WhatsApp Call, voice or video, would ring to operators on the inbox following your Calls Routing settings.

That's great when you're running a support line. You want to route people to someone who can help them as fast as you can.

However, there was no easy way to route to a specific operator. For example, if you're a Telehealth service, and need to connect a specific patient to a specific doctor; or specialised support where you need to route a call to a specialist.

We've introduced 2 new mechanisms to help you solve this:

Route all calls to the assigned operator

We've introduced a new setting that, when enabled, automatically routes incoming calls to whoever is assigned to a chat:

This is super helpful, for example, on Telehealth services — where a doctor is picking up patients from a collection. They can simply assign a chat to themselves and wait for the patient to call:

Route specific calls

If you want to route specific calls to a specific operator, we've introduced a new option in Journeys for calls initiated in call request messages to get routed to a specific operator:

This way, you can specify routing rules in your journey.

That's it! Now, get calling 🤙

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