A call route determines what happens the moment a customer reaches your business number. It directs each call to the right person, team, or CSR Agent — an AI-powered assistant that answers calls, sends texts, and creates bookings on your behalf. The route has two tabs: Incoming Calls for phone calls and Messages for inbound texts. Configure each tab separately for business hours and after hours. In this article, you’ll learn how to create a new call routing and messaging in Zuper Connect, ensuring your customers can effortlessly reach the right agent, department, or team. 

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Access call routing settings

1. From the Settings, select Zuper Connect from the left navigation menu.
2. Select Call Settings.
3. Select the Call Routings tab. The listing page opens, showing all existing route names and their associated phone numbers.

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Create a new call route

1. Select + New Route at the top-right corner of the page. A configuration panel opens on the right.
2. Enter a name in the Route Name field.
3. From the Schedule list, choose one of the following options:

Always (24/7): The route is active at all times. The panel displays a single 24/7 section for both incoming calls and messages. Business and after hours: The route uses separate configurations for business hours and after hours. The panel displays a Business Hours section and an After Hours section, each independently configurable. Configure incoming calls The Incoming Calls tab defines how Zuper handles incoming phone calls. When you select the Business and after-hours schedule, you can configure each time frame separately. Each section includes an optional greeting, a handler, a fallback, and a missed-call text. Welcome greeting message (optional)
A welcome greeting plays to the caller before the call is routed. To enable it:

1. Select the Welcome Greeting Message checkbox.
2. From the Type of message list, select one of the following options:

• Text to Speech: Enter your message in the text box. Zuper reads it aloud using the selected voice.
• Upload Audio: Upload an MP3 or WAV file (up to 5 MB).
• Record Audio: Record a message directly in the browser. Maximum duration is 2 minutes.

3. If you select Text to Speech, choose a voice from the Voice list and enter your message (up to 1,000 characters).

Note: Keep your greeting under 20 seconds. Long greetings increase the chance that callers hang up before reaching an agent.

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Choose who handles the call

Under Who should handle the call first?, select the handler — either a CSR Agent or a human user — who receives the call after the greeting plays. CSR Agent Route the call to a configured CSR Agent. The agent responds to the caller, captures details, and automatically creates bookings.

1. Select CSR Agent.
2. From the Choose Agent list, select the agent for this route.
3. Select the Allow Intervention to Human Agent checkbox if you want a team member to be able to take over the call at any point.

Specific User
Send the call directly to one designated agent.

1. Select Specific User.
2. From the Call Agent list, select the agent’s name.
3. From the Ring for list, choose how long the call rings before moving to fallback. The available options are 20 Secs, 30 Secs, 45 Secs, 60 Secs, and 90 Secs.

Call Group
Ring all available users in a group. The first person to answer takes the call.

1. Select Call Group.
2. From the Ring to list, select the group.
3. From the Ring for list, select the ringing duration. The available options are 20 Secs, 30 Secs, 45 Secs, 60 Secs, and 90 Secs.

IVR (Interactive Voice Response)
An IVR menu lets callers choose who they need by pressing a number on their phone keypad — for example, “Press 1 for Sales, press 2 for Support.”

1. Select IVR (Interactive Voice Response).
2. In the IVR configuration area, set the key the caller presses in the Press field.
3. From the Action list, select what happens when that key is pressed:
   • Call Group: Routes the caller to a call group.
   • Call Agent: Routes the caller to a specific agent.
   • Forward: Forwards the call to an external number.
   • Voicemail: Sends the caller to a voicemail inbox.

  4. Select + Add another to add a new key-press row.   5. Select Remove in the top-right corner of any row to delete that key-press option. Note: The steps above add IVR as a handler within a call route. For full IVR setup — including greeting configuration, key-press actions, fallback options, and troubleshooting — see Configuring IVR. Configure unanswered call handling Under If the call is not handled.., specify what happens if no one answers within the ringing duration..

1. Select the If no one answers checkbox.
2. Choose a fallback option:
   • Forward to an external number: Zuper redirects the call to a phone number outside the system.
   • Voicemail: Zuper plays your voicemail message and records the caller’s response.
   • CSR Agent: Zuper hands the call to a CSR Agent, who continues the interaction. Select the agent from the Choose Agent list.
   • End call with greeting message: Zuper plays a closing message and ends the call.

Set voicemail:

1. Select the Type of message (Text to Speech, Upload Audio, or Record Audio).
2. If you choose Text to Speech, select a voice and enter your message (up to 200 characters).

Under Missed / Unanswered, set up an automatic text reply for callers you could not reach.

1. Select the Send text when call goes missed/unanswered checkbox.
2. Enter your message in the Text Message field (up to 160 characters).

The caller automatically receives this text message when the call goes unanswered. Configure after hours
If you select Business and after hours as the schedule, the panel displays a separate After Hours section below the Business Hours section. Repeat all steps in this section for the after-hours configuration. Pay particular attention to the handler, fallback, and greeting — these are the settings most likely to differ from your business-hours setup.

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Configure incoming messages

The Messages tab assigns a CSR Agent to inbound texts and sets the response window for each time frame. The agent steps in only when your team has not replied within the window you define, so your team always has the first opportunity to respond. Once you finish the Incoming Calls tab, select the Messages tab to continue. Choose a CSR Agent

1. In the CSR Agent section, choose the agent you want to respond to messages.
2. From the Choose Agent list, select the agent.

 Set agent response scenarios Once you select an agent, you can control when it replies and when it remains silent. This prevents the agent from responding to messages your team should handle personally.

1. Select the edit icon next to the When should agent respond, and when should it refrain? field.
2. The editor opens, showing any previously saved instructions. Describe the situations when the agent should reply and when it should hold back — for example, urgent requests or complaints your team prefers to handle directly. Select Save.

Set the SLA response window The response window is the maximum time Zuper waits before the CSR Agent steps in. It gives your team the first opportunity to reply. If you selected Always (24/7), configure the response window under the 24/7 section. If you selected Business and after hours, configure it separately under Business Hours and After Hours. Select one of the following response window options: A confirmation line below the selected option shows the active setting — for example, “The CSR Agent will take over the conversation in 10 minutes.” During business hours, a short wait, such as 10 or 15 minutes, gives your team the first opportunity to respond before the agent takes over. Once you finish both tabs, save the route and assign it to a phone number. Save the call route

1. Review all settings in the Incoming Calls and Messages tabs.
2. Select Create to save the route.

Assign a phone number to the call route When you create the route, a dialog box prompts you to assign a phone number.

1. In the Assign this call route to phone number dialog, search for or scroll to the number you want to assign.
2. Select Assign next to the chosen phone number. The number now links to this route.

Manage existing call routes On the Call Routings listing page, select the context menu next to any route to access these actions:

• Edit: Update the route name, schedule, handlers, or fallback settings.
• Assign Number: Link an additional phone number to the route.
• Clone: Duplicate the route’s configuration as a starting point for a new route. Always review all settings in the cloned route before assigning a phone number.
• Delete: Permanently remove the route.

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