Dynamic Routing process
An incoming call rings a customer’s Truly number setup for dynamic routing.
Truly makes a request to customers webhook url with phone number information.
Customer returns json response with routing information.
Call is routed within Truly system using routing value from response body.
Customer Provides to Truly
Please reach out to our support team via in app chat or at support@truly.co to set up.
A webhook URL that Truly’s call routing system will make requests to
Path to routing key in json response body.
Mapping of routing key values to Truly accounts of phone menu nodes.
Customer webhook requirements
The customer URL must allow for the specification of a parameter or path element that contains the number of the incoming number.
Response must be application/json
Truly webhook request
Request will be an HTTP GET.
Note: In case where a customer webhook returns an error or a value not specified in their mappings number will route to assigned Truly destination.
Examples
Example 1:
Customer data
Item |
|
Web Hook URL | |
Routing Key Path | region |
Mappings | “us-east” -> Sales East Queue “us-west” -> Sales West Queue “ca” -> Sales CA Queue “other” -> Sales East Queue |
Dynamic Routing Process
Given incoming call from +13478259719
Truly request: GET https://routing.truly.force.com/api/route/+13478259719/route.json
Customer response:
{
“region”: “us-east”
}
Truly routes call to: Sales East Queue
Example 2:
Customer data
Item |
|
Web Hook URL | |
Routing Key Path | destination |
Mappings | “sales” -> Sales queue “support” -> Support queue “enterprise support” -> Enterprise support queue |
Dynamic Routing Process
Given incoming call from +14155559090
Truly request: GET https://api.customer.com/route?number=%2B14155559090
Customer response:
{
“destination”: “enterprise support”
}
Truly routes call to: Enterprise support queue