You can set up keywords to help your AI agent automatically route calls to the right person or team based on what the caller says. For example, if someone says “billing” the agent can forward the call to your finance team.
What are keywords?
Keywords are specific words or phrases the AI agent listens for during a call. When the agent hears a match, it triggers an action like transferring the call to:
A specific user
Another AI agent
When to use keywords?
Use keywords in cases like these:
You want to skip manual call forwarding
You have multiple teams or departments handling different topics
You want faster, more accurate routing based on what the caller says
Keywords work best when used with a general-purpose agent, such as a virtual receptionist that handles various types of calls.
How to choose keywords
Follow the tips below to assign keywords for routing:
Use simple, common words callers are likely to say
Include variations (e.g., “invoice” and “billing”)
Avoid overlap between different keyword sets
The AI uses speech recognition and natural language processing. Exact word matches aren’t always necessary, but clearly defined keywords help improve routing accuracy.