Call Forwarding Pro: Intelligent Call Routing with Custom Announcements
Call Forwarding Pro: Intelligent Call Routing with Custom Announcements
Call forwarding just got a serious upgrade. We've added custom announcement messages, smart caller ID selection, and deeper workflow integration—so every forwarded call arrives with full context, and every agent knows exactly who's calling and why.
What's New
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Custom Announcement Messages: Play a custom message to the receiving agent before connecting the caller. "Incoming lead from Google Ads campaign—interested in Enterprise plan." Your team picks up prepared, not cold.
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Caller ID Selection: Choose which number appears when calls are forwarded. Use the original caller's number, your business number, or a campaign-specific number—whatever makes the most sense for your workflow.
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Workflow-Integrated Forwarding: The Call Forwarding Node now sits natively inside the Workflow Builder. Route calls based on lead score, time of day, agent availability, or any custom logic you define.
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Smart Routing Rules: Set up cascading forwarding rules—try Agent A first, then Agent B, then send to voicemail with a callback workflow. No more unanswered transfers.
Why This Matters
Context Before Connection: Announcement messages eliminate the "Who is this?" moment. Agents answer knowing the caller's name, source, and intent—leading to faster, more confident conversations.
Brand Consistency: Caller ID selection ensures your business number shows up where it matters, maintaining professionalism across every transfer and forward.
Workflow-Native Routing: Build call routing logic as sophisticated as your sales process. Forward high-value leads to closers, route support calls to specialists, and send after-hours calls to voicemail—all automatically.
Zero Dropped Calls: Cascading rules and voicemail fallbacks mean every call lands somewhere productive. No more calls lost in transfer limbo.