Call Routing & IVR

The rules that decide what happens to a call the moment it comes in.

Before you start: Your Twilio number must be connected (see Getting Started) before routing rules do anything. A rule with no connected number has nothing to apply to.

This is your IVR — the logic that decides, for every inbound call, whether it rings a team member, gets answered by your AI assistant, or goes to voicemail. It lives entirely in your Voice Dispatch dashboard, under Routing Rules. There is nothing to configure on Twilio's side beyond the one-time webhook setup — Twilio just asks your Voice Dispatch account "what do I do with this call?" every time one arrives, and your rules answer that question.

Your routing rules only ever apply to your own number and your own team. Nothing here is shared with, or copied to, any other Voice Dispatch business — each account's rules are completely separate and set up manually, by you.

What a rule can do

Ring your team, in order — pick one or more team members and the order to try them in. The call rings the first person marked "available" who has a phone number saved; if nobody qualifies, it falls back to voicemail.
Hand the call to your AI assistant — the caller talks to your configured AI assistant instead of (or before) a human. Requires the AI assistant to be set up first — see the AI Assistant page.
Go straight to voicemail — with an optional custom message.

When a rule applies

A rule can be limited to a day/time window (e.g. only during business hours) or a caller's area code. A rule with no conditions always applies — that's how you set a catch-all default. Rules are checked in priority order; the first one that matches wins.

What this is not (yet)

Today, routing is rule-based, not a caller-navigated menu — there's no "press 1 for sales, press 2 for support" keypad menu yet. If you need that, let us know; it would build on this same system rather than replace it.