Understanding Call Routing

Call routing rules let you automatically direct incoming leads to the right team based on fields in the lead record. Instead of sending every lead to a single team, you can define conditions — and when a lead matches, Callingly routes the call to the team you specify.

How Routing Rules Work

Routing rules are configured per integration in your Integration Settings. Each rule has three parts:

1. Condition — A lead field (e.g. Source, State, Tags), an operator (equals, contains, starts with, etc.), and a value to match against.
2. Action — Either Call Team (route the lead to a specific team) or Ignore (don't create a call for this lead at all).
3. Fallback — If no rules match, you can choose a default team to call, or select "Do not create a new lead" to silently skip unmatched leads.

Rule Evaluation Order

Rules are evaluated from top to bottom, and the first matching rule wins. This means higher-priority rules should appear at the top of the list.

For example, if you have 50 state-based rules but want a custom-field match to take precedence, drag that rule above the state rules so it is evaluated first.

Reordering Rules

You can drag and drop rules to change their evaluation order. Click and hold the ≡ drag handle on the left side of any rule, then drag it to the desired position. Changes take effect when you save the integration settings.

Supported Operators

Tips

• Use Ignore rules to silently filter out lead types you never want to call (e.g. leads from a specific source).
• Rules that are never matched add no overhead — feel free to add specific rules without worrying about performance.
• If you have no routing rules at all, all leads go to the default team set during integration setup.