Category routing matches callers to agents based on the product category selected during the Call Flow (Caller Menu or AI Voice Assistant). This ensures that callers interested in auto insurance reach auto insurance agents, and health insurance callers reach health insurance agents.
How categories are determined
- Caller Menu (Native): Each menu option can be configured with an action type of "Category." When the caller selects that option, the category is set on the call.
- AI Voice Assistant: The AI agent extracts the caller's intent and sets the category based on the conversation.
- Direct Connect: No category is set. The call is routed using rules that have no category restriction.
Setting up category routing
Category routing is configured at two levels, similar to state routing:
1. Agent level
Assign product categories to each agent (e.g., "auto, health"). Agents only receive calls matching their categories. If no categories are assigned, the agent receives calls for any category.
2. Routing rule level
Each routing rule can be restricted to specific categories. SureConnect evaluates the call's category against rule-level restrictions first, then filters agents within the matching rule by their agent-level category assignments.
Combining state and category routing
State and category routing work together. A routing rule can restrict both state and category simultaneously. For example, a rule for "California + Auto Insurance" only matches calls from California callers who selected auto insurance in the Call Flow.