Phone System Feature
Route callers
by who they are,
not which key they press.
Hipcall looks up the caller before the phone rings and sends them to their account owner, the last person they spoke to, or the team their tags point to. Unknown callers take the path you choose.
- Known caller Account owner: Tom
- Tag VIP Priority team
- Unknown Main menu
Why it matters
The owner answers
Callers go straight to the person assigned to them. If that person is busy, the call moves to the destination you set.
The conversation continues
Send returning callers to the agent they last spoke to, so nobody has to explain the issue twice.
Skills-based routing with tags
Tag contacts and companies by language, product, or tier. Callers go to the team with those skills; the first matching rule wins.
Greet them by name
The personalised welcome app says the caller's name in an AI voice before connecting them.
Ready-made apps
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Personalised welcome
Greets known callers by name in an AI voice, with a separate message for unknown callers.
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Prefix router
Up to 50 rules on the caller's number prefix, such as +44 to the UK team.
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Ticket router
Callers type their ticket number; Hipcall checks it is theirs and rings the agent on the ticket.
How It Works
Set up in four steps
- 1
Pick a strategy
Account owner, last agent, tag rules, a fixed destination, or your web service.
- 2
Set the fallback
Choose where callers go when there is no match or the person is busy.
- 3
Add a message if you like
Play a short announcement before transferring.
- 4
Put it in the flow
Use it as a number's destination, or behind a menu key.
Use Cases
Key accounts
A distributor's key accounts reach their own account manager directly; everyone else hears the main menu.
Each language to its own team
An exporter tags customers by language. German-speaking customers reach the German team and French speakers the French team, all on the same number.
Routing from your own system
A logistics company's system answers Hipcall's web service request with the driver's extension for the caller's shipment.
FAQ
Frequently asked questions
They follow the fallback you set, such as your main menu or a team.
The call goes to the fallback destination, so the caller is never stuck.
Yes. Put smart routing first and send unknown callers to the menu, or put it behind a menu key.
Yes, with tags. Tag contacts and companies with the skill they need, such as a language or a product, and add a rule that sends each tag to the right team.
Smart routing is part of the Professional plan.
Related features
Send your next caller to the right person
No contracts, no hardware, no credit card.