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Routing Strategies

Routing strategies determine how incoming calls are distributed among squad members.

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Sequential

Calls go through assistants in a defined order. If the first can’t handle it, it passes to the next. Best for: Linear workflows (greeting → qualification → closing) 
{
  "routing_strategy": "sequential",
  "assistant_ids": [1, 2, 3]
}

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Parallel

Multiple assistants are available simultaneously. The system picks the best match based on caller intent. Best for: Multi-department support where any specialist could handle the call 
{
  "routing_strategy": "parallel",
  "assistant_ids": [1, 2, 3]
}

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Conditional

Route based on explicit rules and triggers. Most flexible but requires more configuration. Best for: Complex flows with clear routing rules 
{
  "routing_strategy": "conditional",
  "assistant_ids": [1, 2, 3],
  "primary_assistant_id": 1,
  "handoff_rules": {
    "escalation_triggers": ["urgent", "manager", "complaint"],
    "routing_rules": {
      "billing": 2,
      "technical": 3
    },
    "fallback_assistant": 1
  }
}

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Handoff Rules

Handoff rules define when and how calls transfer between assistants:
RuleDescription
escalation_triggersKeywords that trigger escalation
fallback_assistantWho handles if no rule matches
routing_rulesKeyword → assistant mapping

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Assigning a Squad to a Phone Number

Once your squad is configured, assign it to a phone number: 
curl -X PATCH https://api.volang.ai/v2/phone-numbers/5/assign \
  -H "Authorization: Bearer YOUR_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "squad_id": 1
  }'
Incoming calls to that number will now be handled by the squad’s routing logic.
A phone number can be assigned to either one assistant OR one squad — not both.