Build visually
Make the call journey legible to operations teams instead of hiding it in ad hoc instructions.
Route WhatsApp calls to the right team, every time
Dialaunch routes WhatsApp calls with a visual call flow: announcements, keypad menus, agent groups, transfers and fallback paths. Routing starts with the Team plan. You decide where each call goes and what happens when that team is unavailable.
Route by customer need
Use menus and agent groups to separate support, sales, reservations, and other intents.
Plan the fallback
Create a deliberate path when a group is busy, unavailable, or outside its operating hours.
Why does clear routing matter?
Because customers should not repeat their request to several people before reaching the right team. A short opening message and a focused menu capture intent early and direct the call accurately.
The visual flow is easy to review with support leaders, sales managers and the agents who answer.
What should a routing flow include?
The most common reason people call, a few clear choices and a fallback. Each choice maps to a group with a clear owner. Add fallback behavior for unavailable agents, missing input and transfers.
Callers get a predictable experience, and managers get a shared model they can change as the business evolves.
- Welcome and informational audio
- Keypad menus for intent capture
- Agent groups with clear ownership
- Transfers and alternative routing paths
How do you improve routing over time?
Review real call activity. Check where calls enter, which groups receive them and where they are transferred. Recordings and analytics show confusing prompts, overloaded teams and paths that are rarely used.
Small changes reduce unnecessary transfers and help agents resolve the issue in the first conversation.
What to know before you start
What can a WhatsApp call routing flow include?
Announcements, keypad input, agent groups, queues, transfers and fallback paths. The design should follow your customers’ intents and your team’s coverage.
Can calls be separated between sales and support?
Yes. A menu captures the caller’s intent and routes the call to separate sales, support or other agent groups. Routing starts with the Team plan.
How often should call routing be reviewed?
After launch, and whenever call volume, team structure, business hours or customer needs change. Call activity and recordings give you evidence for each revision.