Routing & IVR

Get every caller to the right person, on the first ring.

Routing flows you can read at a glance: business hours, geography, campaign, round robin, simultaneous ring, menus, whispers and consent prompts — decided before the phone rings.

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Routing flow · Main line

Used by 6 numbers · first match wins

Example
  1. 1

    If Campaign contains “Emergency”

    Simultaneous ring→Dispatch · 3 phones

  2. 2

    If Outside business hours

    Forward→After-hours answering service

  3. 3

    If Caller’s area code is 210 or 830

    Forward→San Antonio office

  4. 4

    If Source is Google Business Profile

    IVR menu→1 Service · 2 Sales · 3 Billing

  5. Otherwise

    Round robin→Front desk · 4 people

  • Whisper: “Google Ads, emergency AC”
  • Consent prompt on
  • Recording on

Rules

Eight rule types. Any of them can check where the call came from.

Rules run in order and the first match wins, with a default at the bottom so no call is ever left without a destination.

  • Always forward

    Send every call on this rule to one destination.

  • Time of day

    Business hours in the office’s own time zone, daylight saving included, to the minute, on the days you pick.

  • Geographic

    Route by the caller’s state or area code.

  • Percentage

    Split calls between destinations by the share you set.

  • Round robin

    Rotate calls through a team so no one person carries the phone.

  • Simultaneous ring

    Ring several phones at once. The first to answer takes the call.

  • Sequential

    Try destinations in order until someone picks up.

  • IVR menu

    “Press 1 for service, 2 for sales.” Each key goes where you choose.

Any rule can also require

  • channel
  • source
  • medium
  • campaign
  • referrer
  • URL parameter

Prompts

Say the right thing before anyone says hello.

Menus for the caller, a whisper for your team, and a recording notice where you need one.

  • IVR menus

    Type the words and pick a voice, or upload your own recording. Preview it before you publish, instead of calling yourself to check.

  • Whispers

    A short message only the person answering hears — “Google Ads, emergency AC” — so they know the call before they say hello.

  • Consent prompts

    Play a recording notice before the call connects. Off until you turn it on, in your wording or ours.

Pre-connect webhook

Let your own systems pick the destination.

Before a call connects, Saylia can ask your system where it should go. The request is signed and carries the caller, the number dialled and the call’s attribution. Reply with a number to override the route. If your system doesn’t answer in time, the call follows its normal route.

POST to your endpoint · signedAbridged
{
  "event": "call.pre_connect",
  "caller_number": "+15125550143",
  "tracking_number": "+15125550100",
  "campaign": "Emergency AC Repair",
  "attribution": { … }
}
Your reply
{ "destination_number": "+15125550177" }

Spam screening

Spam stops at the door. The record doesn’t.

Screening runs before routing, and every check is opt-in, because a filter nobody chose shouldn’t drop a real customer.

  • Block lists

    Exact numbers or prefixes, for one client or across your whole workspace.

  • Anonymous callers

    Decide what happens to calls with no caller ID.

  • Failed caller-ID verification

    Block calls whose caller ID fails STIR/SHAKEN verification. Unsigned calls, common on landlines, are left alone.

  • Carrier spam flags

    Act on the network’s own spam flag when it’s present.

  • Per-caller rate limits

    Stop one number from flooding your lines, without touching anyone else.

  • Still on the record

    Blocked calls stay in your log with the reason, so nothing disappears and a mistake is easy to spot.

Reliability

Built so the phone keeps ringing.

A tracking platform sits between your ads and your customers. It has to be the most dependable thing in that path.

  • Decided from cache

    Each number’s routing is cached and rewritten the moment you edit it, so the decision is made before the first ring.

  • One flow, many numbers

    Share a routing flow across numbers and change it once. Copy flows between accounts when a new client looks like an old one.

  • More than one carrier

    Numbers from two carrier networks run side by side in the same account.

  • A separate fallback path

    If the primary call path can’t answer, the carrier hands the call to an independent fallback that connects it and keeps the record.

  • Recorded by default

    Calls are recorded unless you turn it off, archived with retries, and played through links that expire.

  • Every rule on the record

    Each call keeps the name of the rule that routed it, even if the rule is later renamed or deleted.

Questions, answered

Can different campaigns ring different people?
Yes. Any rule can require a channel, source, medium, campaign, referrer or URL parameter, so emergency campaigns can ring dispatch while everything else goes to the front desk.
What happens after hours?
Add a time-of-day rule with your business hours and an after-hours destination. Hours use the office’s own time zone, so daylight saving never shifts them.
Can I use my own recording for the menu?
Yes. Upload a recording, or type the words and choose a voice. Either way you can preview it before it goes live.
Can my own system choose where a call goes?
Yes, with a pre-connect webhook. Saylia sends a signed request with the caller and attribution before connecting; your reply can name a different destination. If there’s no valid answer in time, the call follows its normal route.
Can I block a specific caller?
Yes. Add their number, or a prefix, to a block list for one account or your whole workspace. Blocked calls are still logged.
Does the caller hear a delay?
Routing is decided from cache before the first ring. A pre-connect webhook gets a strict time limit, and if your system is slow the call goes ahead on its normal route.

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