Routing rules run automatically when a new call is imported or uploaded. Each rule checks a set of conditions and, if they match, takes one or more actions — like filing the call into the right folder or adding a tag.
Without routing rules, every new call lands in your My Calls workspace. With them, your calls are automatically organized the moment they arrive.
How routing rules work
A routing rule has two parts:
- Conditions — criteria that the incoming call must match
- Actions — what CallVault does when the conditions match
If all conditions in a rule are met, all actions in that rule run. You can have multiple rules, and multiple rules can fire on the same call.
Conditions
| Condition | Description | Example |
|---|
| Meeting title contains | Matches any call whose title includes the specified keyword or phrase | "Demo", "Onboarding", "Interview" |
| Meeting title starts with | Matches calls whose title starts with specific text | "[CS]", "1:1 with" |
| Caller/participant name contains | Matches calls that include a specific name in the participant list | "Jordan", "@acme.com" |
| Duration is longer than | Matches calls that exceed a specified number of minutes | > 30 min |
| Duration is shorter than | Matches calls under a specified number of minutes | < 5 min (to catch short incomplete calls) |
| Source is | Matches calls from a specific integration | Fathom, Zoom, Upload |
| Tag includes | Matches calls that already have a specific tag applied | Useful for chaining rules |
Actions
| Action | Description |
|---|
| Move to workspace | Assign the call to a specific workspace |
| Move to folder | Place the call in a specific folder within a workspace |
| Add tag | Apply one or more tags to the call |
| Set title | Override the call title with a custom value or pattern |
Example rules
Route all demo calls to the Sales workspace:
- Condition: Meeting title contains
"Demo"
- Action: Move to workspace → Sales Workspace → Demo Calls folder
Flag short accidental recordings:
- Condition: Duration is shorter than
2 min
- Action: Add tag →
review-needed
Route onboarding calls by CS team:
- Condition: Meeting title contains
"Onboarding" AND Source is Zoom
- Action: Move to workspace → Customer Success → Onboarding folder, Add tag →
onboarding
Separate interview calls from other calls:
- Condition: Meeting title contains
"Interview" OR Meeting title contains "[HR]"
- Action: Move to workspace → Recruiting Workspace
Creating a routing rule
- Go to Sorting & Tagging → Rules
- Click New rule
- Give the rule a name (used for your reference only)
- Add one or more conditions
- Choose AND/OR logic if you have multiple conditions
- Add one or more actions
- Click Save and activate
New incoming calls are evaluated against all active routing rules in order. You can drag to reorder rules.
Rule priority
Rules run top to bottom. If two rules conflict (e.g., two rules try to move a call to different workspaces), the last one to run wins. Arrange your more specific rules above more general ones.
Applying rules to existing calls
By default, routing rules only apply to calls that arrive after the rule is created. To apply a rule retroactively:
- Open the rule
- Click Apply to existing calls
- Confirm — this will run the rule against all calls currently in your My Calls workspace that match the conditions
Retroactive application moves calls immediately. Make sure your conditions are correct before applying to existing calls.
