Route phone calls to the right teammate by skill
By Steven Van ·
Phone calls now ring the teammate with the right skill first.
Intercom · October 16, 2026
Phone calls now ring the teammate with the right skill first. Inbound calls used to go to whoever had the fewest open conversations — whether or not they could actually help the caller. Now the skills your team already uses to route chats and emails apply to phone calls too, so a caller who picks French in your phone menu rings a French-speaking teammate first. Teammates without the matching skill stay in the queue after the specialists, so calls still reach the rest of your team when every specialist is busy. To set it up, enable skill-based routing for your team and add a step to your phone workflow that sets the skill attribute before the call is routed. Learn More New product Pro Workforce Management