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Overview

Contact routing lets your call flow treat callers differently based on who they are, before any ringing happens. Add a Branch step to your call flow and create separate paths for saved contacts, AI-suggested contacts, team members, and everyone else. Use it to send known clients straight to their assigned team, keep internal calls off your customer-facing paths, or route unknown callers through screening or a phone menu before they reach anyone.
Contact routing is currently in beta.It’s rolling out to workspaces with Business or Scale plans gradually — if you don’t see it yet, it’s on the way. The feature is actively in development, and we’ll keep sharing improvements as they land.
Contactrouting Overview Quo 08 07 2026

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How it works

When a call comes in, the Branch step checks the caller’s Caller type against the branches you’ve set up:
Any caller that doesn’t match a Caller type you’ve selected follows the Otherwise branch.

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Add a Branch step to your call flow

  1. Open the Call flow builder
  2. Drag the Branch step onto your canvas
  3. Select a branch path and click + Add criteria to select one or more caller types to route automatically.
    • You can choose from Saved contact, AI contact suggestion, or Team member
  4. Complete the flows for each branch by dragging and dropping Steps like Ring groups, Phone menu, Call forwarding or Voicemail below each path
  5. Click Publish changes

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Rename your branches

Each branch starts with a default label, but you can rename it to match how your team talks about it.
  1. Select the Branch step
  2. Select the branch you want to rename
  3. Enter a new label
contactrouting_renamebranch_Quo_08_07_2026-2

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Combine or separate paths

Caller type supports more than one selection per branch, so you can keep saved contacts, AI contact suggestions, and team members on separate branches, or check more than one type on the same branch to merge them. For example, check both Saved contact and AI contact suggestion on one branch to route recognized callers together, while keeping Team member on its own.
contactrouting_choosemultiplecriteria_Quo_08_07_2026
If you don’t add a Team member branch, calls from team members follow the Otherwise branch, the same one unknown callers use. This can send internal calls to voicemail, a phone menu, or Sona instead of ringing through.

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Call activity for routed calls

When a call is handled by a contact routing condition, the Call tab in your inbox shows why. This includes calls that went straight to voicemail without ringing, and whether the caller left a message.
inboxes_callactivitytab_Quo_08_07_2026

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FAQs

If your workspace doesn’t have a branch with Caller type set to Team member, calls from team members follow the Otherwise branch instead of ringing you directly. Check that a Team member branch exists and covers the right people.
Quo checks whether the caller is a user in your workspace. If you’re sharing a line without being added as a user, you won’t be recognized as a team member on that call.
Not yet. Contact routing conditions are based on caller identity, not time of day. Use business hours for time-based routing instead.
No. Only users added to your Quo workspace can be recognized as team members.
Need help? Submit a support request and we’ll jump in.