Template: How to enable Sequential Call Routing

Sequential Call Routing

Sequential call routing offers a simple yet effective way to control how calls are distributed across your team:

• Guaranteed coverage: You define a call path that ensures someone always gets the chance to answer.
• Fair call distribution: Instead of blasting all agents at once, calls are distributed based on order.
• Improved customer experience: Your callers won't be overwhelmed with ringing phones or confused by unclear call handling.

What is sequential call routing?

Sequential call routing means that incoming calls are directed to your team members one by one, in a specific order that you define. If the first person doesn't answer, the call is automatically forwarded to the next person on the list, and so on, until someone picks up or the call flow reaches its end (e.g., voicemail).

How to activate sequential call routing

Step 1. Go to Tracking > Call Flows and click on 'Create'.

Step 2. In the Create a New Call Flow menu, select 'From Template'.

Step 3. In the Call Flow Templates menu, hover over to 'Sequential Call Flow' and click on 'Use template'.

Step 4. Your Sequential Call Flow has been created and automatically named. All you have to do is select the destination numbers and you're good to go!

Step 5. Your Sequential Call Flow is ready!

Updated on: 23/12/2025