27 Feb 2026: Calls Routing

Ricardo Updated by Ricardo

We just launched two new features to give you more control over how incoming calls are handled — helping you improve how you run your call support:

Set who can receive calls You can now define exactly which team members are eligible to pick up incoming calls. Only the people on your list will be routed calls, so you can make sure calls always reach someone trained and ready to help. This is especially useful for larger teams where not everyone is equipped to handle every type of call — keep your frontline focused, and avoid calls landing with people who aren't prepared for them.

Round robin call routing Until now, incoming calls rang everyone available at once. That works well for speed, but it's noisy and disruptive — especially for operators who are mid-conversation or focused on other work. With round robin routing, calls ring one operator at a time. If they don't pick up within 10 seconds, it automatically moves to the next available operator, and so on until someone answers. You get the same reliability without the chaos.

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19 Feb 2026: Segment-based triggers

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