State routing matches callers to agents based on the caller's geographic state. This is essential for insurance agencies where agents must be licensed in the caller's state to sell a policy.
How SureConnect determines the caller's state
When a call arrives, SureConnect maps the caller's phone number area code to a US state. For example, area code 213 maps to California, and 512 maps to Texas.
For VOIP numbers that do not have a geographic area code, SureConnect can optionally use Twilio's carrier lookup to identify the line type. VOIP numbers without a resolvable state are routed using rules that have no state restriction.
Setting up state routing
State routing is configured at two levels:
1. Agent level
Each agent can have a list of assigned states (e.g., "CA, TX, NY"). If an agent has states assigned, they only receive calls from callers in those states. If no states are assigned, the agent can receive calls from any state.
See Assign States and Categories to Agents.
2. Routing rule level
Each routing rule can be restricted to specific states. When a call arrives from a particular state, SureConnect first checks which rules match that state, then filters agents within those rules by their own state assignments.
See Set Up Routing Rules.
Example
You have three agents: Agent A (licensed in CA, AZ), Agent B (licensed in TX, FL), and Agent C (licensed in all states).
- A caller from California (area code 213) → matches Agent A and Agent C.
- A caller from Texas (area code 512) → matches Agent B and Agent C.
- A caller from New York (area code 212) → matches Agent C only.