How to set up call routing rules in HelloGrowthCRM
Route inbound calls to the right rep based on territory, IVR menu, business hours, and lead owner. Includes voicemail and AI auto-attendant.
What this guide helps you do
Follow this article when you want a focused, step-by-step path to complete the task without digging through menus.
Need a broader overview first?
Go back to the Calling & Telephony section to browse more guides, compare related tasks, and choose a better starting point.
View all Calling & Telephony guidesCall routing decides which rep an inbound call rings. HelloGrowthCRM supports IVR, business-hour, lead-owner, territory, and AI auto-attendant.
How to use this guide
Read the intro to confirm this is the right workflow, complete the steps in order, then review the common issues and related articles if your setup behaves differently from the standard path.
What you'll need
- •Twilio or SIP trunk inbound
- •Pro tier or above
- •Clear sense of routing logic
- •30 minutes
- 1
Open Settings → Calling → Routing
Settings → Calling → Routing.
- 2
Create a routing rule per inbound number
Click +Add. One rule per number.
- 3
Configure greeting/IVR
No menu, Simple greeting, IVR menu (1-9 options), or AI auto-attendant.
- 4
Set business hours
Outside hours route to voicemail/queue. Holiday calendar respects regional holidays.
- 5
Configure logic per IVR option
Specific rep, Team round-robin, Lead owner lookup, Queue with hold music, Voicemail.
- 6
Set ring-then-fallback
20s no answer → teammate. 60s no team → voicemail.
- 7
Configure voicemail
Custom greeting per number. Auto-transcribe. Creates Missed call task.
- 8
Test inbound routing
Call your inbound number. Walk through IVR. Verify right rep.
- 9
Monitor inbound stats
Reports → Calling → Inbound. Volume, answer rate, avg hold, missed.
- 10
Configure peak-hour overflow
More than X waiting → ring overflow team.
Frequently asked questions
Can a single number have different routing by time?▾
Yes — schedule-based config in Settings → Routing → Schedule.
Difference between IVR and AI auto-attendant?▾
IVR = fixed menu. AI = listens to natural language.
Voicemail transcription quality?▾
Same as call transcription — Deepgram/AssemblyAI.
Can routing be different per pipeline?▾
Yes — IVR option 1 → sales reps; option 2 → support reps.
Caller ID lookup against existing leads?▾
Yes — full lead context on screen-pop.
Hindi/regional language callers?▾
AI auto-attendant supports Hindi, Marathi, Tamil, Telugu, Gujarati.
Related articles
See it in product
Try it yourself
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Still need help?
If this article does not match your account setup, rollout stage, or edge case, review more guides in Calling & Telephony or contact our team for direct help.
Rushabh leads product strategy at HelloGrowthCRM with a focus on CRM workflows, revenue operations, and practical product design for growing businesses.
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