Configure Smart Call Routing for Receptionists (Full Transcript)

Learn how receptionist call routing directs gift card, shipping, and agent requests to the right teams or queues.

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How to Route Calls with Zoom Virtual Agent zoom tutorial

Added on 10/22/2026

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[00:00:00] Speaker 1: All available skills that are relevant for this receptionist are shown here. These are optional, but more, the number of skills you configure, the better and more powerful your agent gets. Let's see some examples. Call routing is when you're providing some specific guidance to receptionist to transfer calls based on whatever topics have been mentioned by the caller. So in this instance, if anybody calls and asks for a gift cards, I want them to go to our customer service line, and then if anybody asks for shipping update, I want them to go to a specific user. Or if somebody wants to talk to an agent, I can put them in another queue. So you have a lot of options to configure here, and this is called routing.

Summary

The speaker explains that receptionist skills are optional but increase the agent’s usefulness as more are configured. One example is call routing, which lets the receptionist transfer callers based on the topics they mention. Examples include sending gift card questions to customer service, shipping update requests to a designated user, and requests to speak with an agent to another queue.

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Title

Configuring Receptionist Call Routing Skills

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Keywords

receptionist skills Remove

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call routing Remove

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call transfer Remove

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customer service Remove

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gift cards Remove

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shipping updates Remove

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agent queue Remove

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configuration Remove

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Key Takeaways

Receptionist skills are optional, but adding more can make the agent more capable.
Call routing transfers callers according to the subjects they mention.
Gift card inquiries can be directed to customer service.
Shipping updates can be routed to a specific user.
Requests to speak with an agent can be placed in a designated queue.

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Sentiments

Positive: The tone is instructional and encouraging, emphasizing the flexibility and benefits of configuring more receptionist skills.

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