Choose a routing setup for your team
Routing has many settings. This page helps you choose. Find the setup closest to your team, copy it, then adjust. Each one says the problem, why it fits, and how to set it up.
New to routing? Read How calls and requests reach your team first.
Pick your path
| Your team | Start with |
|---|---|
| Just you, or you and one helper | One-person business |
| 2–4 people at a desk (reception, front desk) | Small front desk |
| A bigger team with shifts, some out in the field | Sales team of 10 with shifts |
| Someone must answer day and night | Round-the-clock support desk |
One-person business
The problem. "I'm a solo tutor (or plumber, or consultant). The AI answers, but when a caller really needs me, my phone should ring. When I'm busy, the AI should take a message."
Why this setup. With one person, there's nobody to pass to. Ring longer, try one person, and let the callback request remind you. Status and leave make sure you aren't rung on a day off.
How.
- Settings → People → Teams → New team: "Owner". Add yourself with Takes calls on and Answers on: Mobile.
- Settings → Call routing → switch On.
- Set Ring each person for: 30 seconds, People to try: 1 person, If nobody answers: AI books a callback · 1 hour, Default team: Owner.
- In More alert settings, set Escalates to: (no escalation).
- Use Away in your profile menu when you're with a client.
Small front desk (of 3)
The problem. "Our clinic reception has three people at computers. Calls should go to whoever is free, fairly, and nobody should get every call."
Why this setup. People at a desk answer fastest in the browser, with the caller's details on screen. Round robin shares calls fairly. Three people × 20 seconds keeps the wait near a minute.
How.
- Make a team Reception (or Front desk). Add three people with Takes calls on and Answers on: Computer. Give each a Voxido login.
- Make a team Managers with the clinic manager in it.
- Call routing: On, 20 seconds, 3 people, AI books a callback · 15 min, Default team: Reception.
- For each receptionist, More alert settings: Reply within 10, Escalates to Managers.
- Set everyone's working days and shift.
Works the same for a salon desk, a school office or a hotel front desk.
Sales team of 10 with shifts
The problem. "We're a real-estate agency. Ten agents, two shifts, half of them out on site visits. Leads must be called back fast, and a buyer should reach the agent they already know."
Why this setup. Field agents answer on their phones. Shifts keep off-duty agents out of the line. Each buyer's Owner is rung first, so they reach their own agent. Shorter rings and more people keep the wait reasonable.
How.
- Team Sales with all ten agents, Takes calls on. Office agents: Computer. Field agents: Mobile.
- Team Sales leads with the two team leads.
- Shifts: morning agents 09:00–15:00, evening agents 14:00–20:00. Turn on Ask "Available today?" on WhatsApp for everyone.
- Call routing: 15 seconds, 4 people (about a minute), AI books a callback · 15 min.
- Each agent: Reply within 15, Escalates to Sales leads.
- Each week, open Team calls and sort by Missed.
Works for a coaching centre's admissions team, an insurance desk, or a car dealership.
Round-the-clock support desk
The problem. "Our customers call at any hour, a loan helpline or an online shop's support line. Someone must always be on duty, and a missed request must reach a supervisor quickly."
Why this setup. Overnight shifts cover the night. The daily check-in removes anyone who doesn't turn up. A short SLA with escalation makes sure nothing waits.
How.
- Team Support with three shifts: 06:00–14:00, 14:00–22:00, 22:00–06:00 (a shift may run past midnight).
- Turn on the daily check-in for everyone.
- Team Shift leads with one lead per shift.
- Call routing: 20 seconds, 3 people, AI books a callback · 15 min.
- Each agent: Reply within 5, Escalates to Shift leads. Each lead: Escalates to a Managers team.
- Ask a Manager to check Team calls → Who takes calls at each shift change.
Ring time and people to try
The caller waits up to ring time × people to try on hold music.
| Setup | Ring time | People | Longest wait | Good for |
|---|---|---|---|---|
| Good | 20 seconds | 3 | About 1 minute | Most teams |
| Faster | 15 seconds | 4 | About 1 minute | Teams that answer quickly at a desk |
| Patient | 30 seconds | 2 | About 1 minute | Mobile answerers who need time to pick up |
| Too long | 45 seconds | 5 | Almost 4 minutes | Avoid: callers hang up |
People answering on a mobile often need a little longer to notice the ring than people at a desk with the popup in front of them.
Round robin or by level?
The problem. "Our new sales agents should take enquiries first. The seniors and the sales head should only get a call when the new agents can't."
Why. Round robin shares calls evenly: whoever waited longest goes next. That's fair, but it sends calls to your most senior people as often as to anyone. By level fills the team from the bottom: Level 1 first, then Level 2.
How. Settings → Call routing → How each team takes calls → pick By level for the team, then give each person a level. Make sure People to try can reach the last level: count everyone on the earlier levels, plus one. See How each team takes calls.
| Your team | Pick |
|---|---|
| Everyone does the same job (a reception, a front desk) | Round robin |
| Juniors first, seniors as backup (sales, a travel desk) | By level |
| One expert who should only take what others can't | By level, with the expert on the last level |
The choice is per team, so a hotel's front desk can stay on Round robin while its reservations team uses levels.
Mobile or Computer?
| Pick Computer if… | Pick Mobile if… |
|---|---|
| They sit at a desk with Voxido open | They move around: field staff, doctors, drivers |
| They have a headset | They don't use a computer |
| You want them to see the caller's details before answering | They have no Voxido login |
| They should never miss a call because their phone is on silent | They might close the Voxido tab |
Computer answerers show Offline, and are skipped, when no Voxido tab is open. Mobile answerers are never Offline. Change it in Settings → People → ⋯ → Edit → Answers on.
Live call or Team inbox?
| The customer… | Best | Why |
|---|---|---|
| Is on the phone and upset | Live call (Talk to a human) | They want a person now. |
| Is ready to buy or book now | Live call | Don't let a hot lead wait. |
| Asks something that needs checking (a refund, a document) | Team inbox (Notify the team) | Your team can look it up, then reply. |
| Writes on WhatsApp | Team inbox | Live calls only work on voice. |
| Calls when nobody is on shift | Team inbox (callback) | Nobody can answer anyway. |
If your team can't answer live calls at all, leave call routing Off and give your agent Notify the team only. Requests then reach people through the Team inbox.
Escalation choices
| You want… | Reply within | Escalates to |
|---|---|---|
| Nothing missed, ever | 5 minutes | A lead team, then a manager team |
| A balance | 10–15 minutes | A lead team |
| No escalation noise | Up to 1440 | (no escalation) |
Give everyone in a team the same values. Voxido reads them from the person added to the team first. See SLA timers and escalation.
Hours, shifts, leave or Away?
| Use… | To control… | Set it in |
|---|---|---|
| Working hours | When campaigns and scheduled messages may go out | Settings → Working hours. See Working hours. |
| Shift and Working days | When a person is rung and assigned requests | The person dialog |
| Leave | A day or more off: no calls, no requests, no alerts | Profile menu → On leave |
| Away | A short break: no calls, no new requests | Profile menu |
| Daily check-in | Whether someone actually came in today | The person dialog |
Working hours never stop your AI agent from answering, and they don't decide who is rung. Shifts do that.