Email CC Routing: Automatically Route Calls to the Right Department

Email CC Routing is a powerful capability that automatically analyzes call content and sends summaries to relevant departments (Support, Sales, Billing) based on AI-detected keywords, eliminating manual call routing and ensuring no inquiry falls through the cracks.

1. What is Email CC Routing?

Email CC Routing analyzes each conversation, identifies topics based on keywords, and automatically sends summaries to appropriate departments.

How It Works:
1. Customer calls and speaks with AI agent
2. AI analyzes conversation content in real-time
3. AI detects keywords (e.g., "problem" = Support, "price" = Sales)
4. After call ends, AI sends summary email to relevant department(s)
5. Department receives: Caller name, phone, email, conversation summary

Example: Customer says "I'm interested in your product, but I'm having trouble with my billing."
- "interested" + "product" → Sales keywords → email to [email protected]
- "trouble" + "billing" → Support + Billing keywords → email to support@ AND billing@

2. Setting Up Email Categories

Category Structure:
- Category Name: Department label (e.g., "Support")
- Email Address: Where to send summaries
- Keywords: Comma-separated trigger words

Example Setup:

Support Category
Email: [email protected]
Keywords: help, issue, problem, bug, error, fix, broken, not working, complaint

Sales Category
Email: [email protected]
Keywords: price, buy, purchase, upgrade, demo, interested, quote, cost

Billing Category
Email: [email protected]
Keywords: payment, bill, invoice, charge, refund, credit card, subscription

3. When to Use Email CC Routing

Ideal For:
- Businesses with 3+ departments
- High call volume (50+ calls/day) with varied topics
- Teams need automatic triage of inquiries
- Want to eliminate manual call forwarding

Not Ideal For:
- Solo entrepreneurs (one person handles everything)
- Single-purpose reception (appointments only)

Decision Rule: If different people/teams handle different topics → Use Email CC Routing

4. When Rebuild is Required

After configuring Email CC Routing, you must rebuild your agent.

Why Rebuild:
- New capability added → Agent needs to activate it
- Categories configured → Agent needs to process routing rules
- Keywords set → Agent needs to learn detection patterns

How to Rebuild:
1. Save Email CC Routing configuration
2. Go to Agent Settings
3. Click green "Rebuild My Agent" button
4. Wait 20-30 seconds
5. Agent updated with routing capability

Conclusion

Email CC Routing ensures every call reaches the right team automatically. Setup takes 8-10 minutes. Included in Pro ($99/mo) and Business ($299/mo) plans.

Written by UIRIX Team

UIRIX AI Content Team