Routing Rules

Routing rules run automatically when a new call is imported. Each rule checks a set of conditions and, if they match, sends the call to a specific destination workspace (and optionally a folder). Without routing rules, every new call lands wherever you pick when you import it (or your default destination for that source). With routing rules, matching calls are routed automatically the moment they arrive.

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How routing rules work

A routing rule has two parts:

1. Conditions — criteria that the incoming call must match
2. Destination — the workspace (and optional folder) CallVault routes the call to when the conditions match

If all conditions in a rule are met, the call is routed to that rule’s destination. You can have multiple rules.

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Conditions

You can add up to 5 conditions to a rule. By default, all conditions must match (AND logic). You can switch to any condition matches (OR logic) per rule.

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Destination

Each rule has a single destination: where a matching call goes. A rule doesn’t add tags or rename calls — it only decides where the call lands.

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Cross-organization routing

If you belong to more than one organization, a rule’s destination can point at a workspace in a different organization. When you pick a cross-org destination, you also choose what happens to the original call:

• Keep a copy here (default) — the call stays in the source organization, and a copy is routed to the destination
• Delete original after routing — the call is moved, not copied, and removed from the source organization

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Example rules

Route all demo calls to the Sales workspace:

• Condition: Title contains "Demo"
• Destination: Sales Workspace → Demo Calls folder

Route onboarding calls handled over Zoom:

• Condition: Title contains "Onboarding" AND Source is Zoom
• Destination: Customer Success → Onboarding folder

Separate interview calls from other calls:

• Condition: Title contains "Interview" OR Title contains "[HR]"
• Destination: Recruiting Workspace

Route a client’s calls into their own organization:

• Condition: Participant contains "@clientdomain.com"
• Destination: Client Organization → Shared Calls workspace (cross-org, keep a copy here)

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Creating a routing rule

1. Go to RULES in the sidebar (or Import → Routing Rules)
2. Click New rule
3. Give the rule a name (used for your reference only)
4. Add one or more conditions
5. Choose AND/OR logic if you have multiple conditions
6. Choose a destination workspace (and optional folder, or a different organization)
7. Click Create rule

New incoming calls are evaluated against all enabled routing rules in priority order. You can drag rules to reorder them.

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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.

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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:

1. Open the rule
2. Click Apply to existing calls
3. Confirm — this previews and then runs the rule against all calls in your organization that match the conditions, moving each one to the rule’s destination