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Create smart routing forms that direct callers to the right team, calendar, or service based on their responses. Qualify and route before the call even starts.

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What it does

  • Pre-call qualification - Ask questions before routing
  • Smart routing - Direct to right team/calendar based on answers
  • Service matching - Route to specialists by service type
  • Capacity management - Balance load across team members

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Use cases

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Service-based routing

Route callers by service needed:
  • “AC Repair” → HVAC technician calendar
  • “Plumbing” → Plumber calendar
  • “Electrical” → Electrician calendar

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Location-based routing

Route by service area:
  • Within 20 miles → Local team
  • 20-50 miles → Regional team
  • 50+ miles → “Not in service area” message

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Urgency routing

Route by urgency level:
  • Emergency → On-call technician
  • Same day → Available technician
  • Scheduled → Any available slot

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Lead qualification routing

Route by business fit:
  • Enterprise → Sales director
  • SMB → Account executive
  • Consumer → Self-service booking

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Setup

1

Go to Routing Forms

Navigate to Settings → Routing Forms
2

Create new form

Click “Create Routing Form”
3

Add questions

Build your qualification questions
4

Define routes

Set routing rules based on answers
5

Assign destinations

Link routes to calendars or teams

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Question types

Build forms with various question types:
TypeExample
Multiple choice”What service do you need?”
Location”What’s your zip code?”
Yes/No”Is this an emergency?”
Text”Briefly describe the issue”
Number”How many units need service?”

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Routing logic

Create routing rules: 
IF service = "Emergency" AND location in service_area
  THEN route to on_call_calendar

IF service = "AC Repair"
  THEN route to hvac_team

IF budget > $5000
  THEN route to senior_sales

DEFAULT
  THEN route to general_calendar

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Destinations

Route to various destinations:
  • Specific calendar - Individual team member
  • Round-robin - Distribute across team
  • Weighted routing - More to senior members
  • Time-based - Different routes by time of day
  • Capacity-based - Route to available capacity

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Form embedding

Embed routing forms:
  • Website - Embed on your contact page
  • Booking pages - Add as first step
  • Phone IVR - AI asks questions from form
  • SMS - Send form link via text

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Requirements

  • CallDesk account
  • Multiple calendars or team members (for routing value)
  • No additional cost

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Troubleshooting

Check your routing rules. Rules are evaluated in order; first match wins.
Review your question wording. Ambiguous questions lead to wrong routes.
Check that routed calendar has availability configured.

Create Routing Form

Set up intelligent routing now