Routes by what the caller actually wants
Listens to the conversation, identifies the intent — appointment, emergency, billing question, sales inquiry — and routes accordingly. No phone tree, no "press 1 for X."
Call routing
Every caller, sent to the right place.
No phone trees. No 'press 1 for...' BuzzWisely listens to what the caller actually wants, then routes by intent, urgency, department, time of day, language, or service area — in under 2 seconds.
What changes when the AI listens.
Phone trees
- "Press 1 for sales, 2 for support, 3 for..."
- Same script for every call
- Emergencies sit in the queue
- One generic voicemail box
BuzzWisely routing
- Caller just says what they need
- Routes by intent, urgency, language, ZIP
- Escalated in under 2 seconds
- On-call paged with full transcript
Six signals, checked every call.
The AI scores each call across these dimensions and routes accordingly. You set the rules once; they apply to every call from then on.
Escalates emergencies in under 2 seconds
Burst pipes, no-heat in winter, post-op symptoms, attorney intake from an arraignment — escalation triggers fire immediately. On-call team gets the page with full call context, not a generic "callback requested."
Sends each call to the right team
Insurance verification to billing. Nurse triage to the nurse line. Listing inquiry to the listing agent. Routing rules you define once, applied to every call from then on.
Knows when your team is available
Office hours go to your front desk. Lunch hours route to overflow. Nights, weekends, and holidays route to on-call rotation or get handled end-to-end by the AI based on rules you set.
Routes by the language the caller speaks
Spanish callers can route to your bilingual team member; everything else stays with the AI in 90+ languages. Patients, clients, and customers feel heard in their preferred language from second one.
Sends jobs to the nearest qualified tech
For home services and field-dispatch businesses: routes by ZIP, tech location, service-area boundary, and tech certification. Emergency callers get the closest available; commercial accounts skip the residential queue.
What happens between pickup and handoff.
Caller dials
Inbound
BuzzWisely
Listens · scores · routes
Routine
Front desk · routine
In office, 9–5
Urgent
On-call · urgent
Paged with full transcript
Self-serve
AI handles end-to-end
Booking, intake, FAQ
Avg routing time
0.8s
Total to handoff
<2s
The rules are yours.
Everything below is dashboard-configurable. No support ticket, no waiting for an integration team.
Per-call-type rules
Different routing for new patients, existing patients, emergencies, billing, prescription refills, etc. Set once per call type.
On-call rotation
Define who is on-call when. The AI pages the right person based on your schedule — no manual rotation tracking.
Escalation thresholds
Tell the AI which keywords or scenarios trigger immediate escalation vs callback. You set the line; it holds it.
Caller-source routing
Routes calls differently based on which number was dialed (main line vs after-hours vs marketing-tracked numbers).
Conflict checks
For legal practices: cross-references opposing parties against your CRM before booking a consultation. Never books a conflict.
Voicemail fallback
When no one is reachable and the situation isn't emergent, takes a structured voicemail with full intake details — never just "name and number."
Real routing by vertical.
Each industry has its own routing rhythm. Tap through to see the full setup.
- Dental Insurance Q → billing · Emergency → on-call dentist · Hygiene recall → calendar
- Medical office Symptom call → nurse triage · Urgent → on-call MD · Refill → pharmacy ops
- Law firms PI intake → senior partner · Criminal → managing attorney · Family → family team
- Restaurants Reservation → host system · Private event → manager · Bar inquiry → bartender
- Salons Stylist-specific request → that stylist · Walk-in → live waitlist · Color consult → senior colorist
- Plumbing Emergency → nearest tech · Quote → next-available · Commercial → dedicated rep
- HVAC No-heat in winter → on-call · Tune-up → next slot · New install → consult queue
- Real estate Pre-qualified buyer → your phone · Listing question → listing agent · Cold lead → nurture
Call routing questions.
Specifics on how routing rules, escalation, and multi-location work.
Talk to our team.
No. BuzzWisely listens to what the caller says in plain language, identifies their intent, and routes accordingly. No "press 1 for sales, 2 for support." The caller just says what they need; the AI handles routing in the background.
Under 2 seconds from pickup to first response, and emergency escalation triggers as soon as the AI identifies the situation — typically within the first 5-10 seconds of the conversation. The on-call team is paged with the full call transcript so nobody starts from zero.
Yes. The customer dashboard lets you adjust routing rules per call type, set on-call rotations, and define escalation thresholds without filing a support ticket. Rule changes go live within a minute.
You define the fallback chain. Typical setup: primary on-call → secondary on-call → manager → structured voicemail with full intake. The AI doesn't drop callers into voicemail unless every reachable team member is exhausted (or unless your rules explicitly say so for non-urgent calls).
Yes. Multi-location is supported on the Honey tier. Routes by location, time-of-day, on-call rotation, or caller-source — each location can have its own routing rules. Common for dental DSOs, multi-clinic medical practices, and multi-location restaurants.
Every call comes with a transcript and a routing decision log — what intent the AI identified, what rule fired, who got the page or transfer. Useful for retraining the rules over time as your business patterns shift.
See it route a call
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