Solution
Call routing without a phone tree or a button press.
Leap finds out what the caller needs through natural conversation and routes them to the right place: the right person, the booking flow, or an urgent alert. No phone tree, no 'press 1 for sales.'
Call routing is the process of directing an inbound call to the correct destination based on what the caller needs. Leap determines the caller's intent through conversation, then routes to the right team member, handles the call directly, or sends an urgent alert. No phone tree menus required. Setup takes about five minutes.
Conversational. Leap routes calls based on what the caller says, not which button they press on a phone tree menu.
Every caller. Every inbound call is routed based on your defined rules, not whoever happens to pick up first.
Urgent calls flagged. Callers with urgent needs, like a patient in distress or an emergency service request, are flagged immediately.
5 min. Call routing rules are configured in about five minutes from your Leap dashboard.
Every route logged. Each call routing decision is logged with the full transcript so you can audit what happened.
What is AI call routing and why is it better than a phone tree?
Call routing is the logic that decides where an inbound call goes. A phone tree does this with button presses: 'press 1 for appointments, press 2 for billing.' It is clunky, callers misdial it, and it requires the caller to understand your internal structure.
AI call routing asks the caller in plain language what they need and figures out the right destination from their answer. A caller who says 'I need to reschedule my cleaning' does not need to know which department handles that. Leap knows.
What types of calls need routing in a small business?
Even a small business with three people has routing needs. A new patient call and a billing question call should not both ring the same cell phone with no context. An urgent emergency call and a general inquiry call need different responses.
Leap handles common routing patterns: new callers to booking, existing callers to service, urgent calls to an immediate alert, and everything else to a logged summary that the right person reviews.
New callers to booking
A first-time caller asking about your services goes directly into the booking flow or gets a full FAQ answer.
Existing callers to service
A returning client with a question is handled by Leap using their history and your knowledge base.
Urgent calls to an immediate alert
A caller with an emergency is flagged and you get a real-time notification, not a queued summary.
Wrong-number or vendor calls logged
Vendor calls and other non-customer calls are logged without interrupting anyone on your team.
How Leap routes calls based on conversation
A caller rings in. Leap greets them and asks how it can help. Based on what the caller says, Leap matches the call to one of your routing rules: handle directly, transfer to a specific person, send an urgent alert, or log and follow up. The caller never hears a button menu.
You define the routing rules in your Leap dashboard. Rules can be based on caller intent, time of day, caller type, or the specific service they mention.
How it works
- 01
Define your routing rules.
Set the logic: which call types go to which person or action. Leap applies your rules conversationally on every call.
- 02
Leap routes every caller.
A caller says what they need. Leap identifies the intent and routes to the right destination without a phone tree.
- 03
Every routing decision is logged.
Full transcript and routing decision logged for each call. You can audit every call and adjust rules based on what you see.
Frequently asked questions
What is call routing?
Call routing directs an inbound call to the correct destination based on what the caller needs. Leap does this through conversation rather than a phone tree menu, asking what the caller needs and routing accordingly.
Does Leap replace my phone tree?
For most small businesses, yes. Leap handles routing through natural conversation, which is faster and less frustrating for callers than pressing through a menu.
Can Leap transfer a call to a specific team member?
Yes. You define which call types route to which person. Leap transfers the call with a warm handoff that tells the recipient who is calling and why.
What if the person a caller needs is not available?
Leap follows your fallback rules. It can take a message, offer to schedule a callback, handle the call itself, or escalate to another team member.
Can I set routing rules based on time of day?
Yes. After-hours routing can differ from business-hours routing. Leap applies time-based rules automatically.
How does Leap handle calls that do not match any routing rule?
Leap handles the call using your knowledge base and logs it. If it cannot resolve the call, it captures the caller's information and flags it for follow-up.
Does the caller hear that they are being routed?
The experience is conversational. Leap gathers what the caller needs and then either handles it or connects them. Callers do not navigate a menu.
Do I keep my existing business number?
Yes. You forward your existing line to Leap. Routing happens inside Leap before any call reaches a team member.
How much does call routing cost?
Call routing is included in Leap's founding rate of $149 a month, covering the first 100 calls, then $0.99 per additional call.
How long does it take to configure routing rules?
About five minutes to set your initial routing rules. You can adjust them any time from your Leap dashboard as your business needs change.
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