Skill-Based Routing in CallHippo allows you to direct incoming calls to the most suitable team based on the caller's selection and the team’s area of expertise. While this feature does not require any technical setup on its own, it works in coordination with Teams and IVR (Interactive Voice Response) to streamline call handling.
What is Skill-Based Routing?
Skill-Based Routing ensures that each incoming call is handled by the right team—for example, directing sales inquiries to the Sales team and technical issues to the Support team. This leads to faster resolutions, better customer satisfaction, and more efficient use of your agents’ time.
Here’s how it works:
You create different teams in your CallHippo account based on skill sets (e.g., Sales, Support, Billing).
Then, using the IVR, you guide callers to select an option (like “Press 1 for Sales, Press 2 for Support”).
Based on the caller’s choice, the IVR forwards the call to the appropriate team.
This entire setup acts as a Skill-Based Routing system, where the team with the relevant skill set receives the call.
How to Set Up Skill-Based Routing?
Follow these steps to configure Skill-Based Routing in your account:
Log in to your CallHippo dashboard.
-
Create Teams
Navigate to the Teams section.
Click Create Team and define teams based on roles or expertise (e.g., Sales, Support, Technical).
-
Set Up IVR and Allocate Teams
Go to Number Settings > IVR / Welcome Message.
Configure your IVR flow and assign the created teams to the corresponding IVR options (e.g., Option 1 → Sales Team).
Once this setup is complete, incoming callers will hear the IVR menu and can select their reason for calling. Their call will be routed to the team best equipped to help, based on the options you've configured.
Example
Let’s say you run a company with two teams: Sales and Support.
You create a Sales Team and a Support Team in CallHippo.
In your IVR setup, you configure the prompt:
“Press 1 for Sales, Press 2 for Support.”A caller presses 2. Their call is automatically routed to the Support Team.
This is how skill-based routing helps direct calls to the right people without needing manual intervention.
Notes
This feature uses your team and IVR configuration to work. It does not have a separate settings panel.
Once teams and IVR are configured, the system automatically routes calls based on the caller’s IVR input.
Where can you see the Skill-Based Routing option?
1. Log in to your CallHippo dashboard.
2. Navigate to the ‘Numbers and DID’ section and click on the ‘Numbers’ option.
3. Select a number and open its number settings.
4. Scroll to the bottom, and you will be able to see the Skill-Based Routing option.
Frequently asked questions:
Q: What is Skill-Based Routing, and how does it help my business?
A: Skill-Based Routing ensures incoming calls are directed to the right team based on the caller’s IVR selection, improving response time and customer satisfaction.
Q: Do I need to activate Skill-Based Routing separately in CallHippo?
A: No, there's no separate activation. It works automatically once you’ve set up Teams and assigned them to IVR options.
Q: I’ve created teams, but calls are still not routing correctly. What could be wrong?
A: Double-check that your IVR options are properly mapped to the correct teams in the number’s settings. Incorrect or missing mappings can prevent correct routing.
Q: Can I use Skill-Based Routing without IVR?
A: No, IVR is essential for Skill-Based Routing because it collects input from callers to determine where to send the call.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]