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Documentation Index

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The Incoming Call Routing system allows you to configure how incoming calls are handled and automatically determines which user should handle each call based on intelligent priority logic.

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⚙️ Configuration

Users can configure how incoming calls are handled by visiting their Profile Settings: 👉 Profile Settings: https://app.aisync.link/profile In the profile section, users can select one of four incoming call routing options: Incoming Call Routing Profile Settings

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📞 Incoming Call Routing Options

RizzDialer

Call is routed to the RizzDialer interface for manual handling by the user/agent.

Phone (User/Agent Phone Number)

Call is forwarded directly to the user/agent phone number.

AI (PowerList AI Agent)

Call is automatically routed to a configured AI agent.

Dialer + AI

Call first attempts to reach the user/agent. If unavailable, the system transfers the call to an AI agent.

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🔍 User Identification Logic

Before routing the call based on the selected option, the system determines which user the call belongs to. The system follows this priority order:

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1️⃣ Priority 1: Recent Calling History

The system checks if any user has recently called this phone number (the incoming caller).
  • If a match is found, the most recent caller is selected as the responsible user.
  • This ensures continuity in customer relationships.

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2️⃣ Priority 2: Assigned System Number (DID)

If no recent caller is found:
  • The system checks whether the “To” number (the system number receiving the call) is assigned to a specific user.
  • If yes, the call is routed under that user.

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3️⃣ Priority 3: PowerList Assignment

If the system number is not assigned to any user:
  • The system checks whether the caller’s number exists within any PowerList.
  • If the PowerList is assigned to a user, that user is selected.

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4️⃣ Priority 4: Default to Company User

If none of the above conditions match:
  • The system routes the call using the default company user.
The system processes these checks in order and stops at the first match, ensuring efficient call routing.

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🤖 AI Agent Selection Logic

After determining the responsible user, the system follows this logic if AI is required (for AI or Dialer + AI mode):

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📋 Existing Contact in PowerList

If the incoming caller exists in any PowerList that has an AI agent configured: ➡️ The call is transferred to that specific PowerList’s AI agent. This allows for personalized AI interactions based on the PowerList context.

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✨ New Contact

If the caller does not exist in any PowerList: ➡️ The system uses the default PowerList’s AI agent. This ensures all calls are handled, even for unknown callers.
Configure AI agents for your PowerLists to provide specialized handling for different customer segments or campaign types.

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📊 Call Flow Summary

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👥 User Assignment Flow

Incoming Call
   ↓
Check recent user → If found, use that user
   ↓ If not
Check if system number (To) is assigned to a user
   ↓ If not
Check if caller exists in a PowerList with assigned user
   ↓ If not
Default company user

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🤖 AI Routing Flow

Incoming Call → AI Needed?
     ↓
Check if contact exists in PowerList
     ├── Yes → Use that PowerList's AI agent
     └── No → Use default PowerList AI agent