Set up inbound call routing

For an inbound-only bot, the Routing section decides when SAMI answers and where each call goes. You set your business hours, choose what happens after hours, then build an ordered list of rules that SAMI tries from top to bottom.

Set your business hours

Open the bot from SAMI Bots, then go to the Routing section of the editor. The Business hours panel controls when this bot treats a call as "open."

1. Set the timezone

   Enter the timezone the hours are measured in, like America/Chicago. This defaults to your bot's timezone.

2. Set open and close times

   Use Open at and Close at to define the daily window SAMI answers within.

3. Mark days closed

   Press the day chips under Days closed to exclude them. Pressed days are treated as outside business hours (Saturday and Sunday are excluded by default).

4. Choose the outside-hours behavior

   Set Outside hours to either Take a message or Transfer after-hours. With Take a message, calls outside your window skip the rules entirely and go straight to voicemail. With Transfer after-hours, your routing rules still run.

Build your routing rules

The Routing rules list is tried in order, and the first matching rule wins. Add rules with the buttons under the list, then drag or use the row controls to reorder them. There are four rule types.

• Named person — SAMI listens for a team member's name in the call ("can I speak to Jillian?") and transfers to that member. It matches against each member's spoken names from your organization settings, so there is nothing to configure on the rule itself.
• Territory — Map a zip code, county, or state to a destination phone number. Add pairs like 60614 → +13125551234. When the caller's location matches a key, SAMI transfers to that number.
• Category — Route a caller intent (such as a buyer or seller category) to a specific destination phone number.
• Fallback — A catch-all that matches every call. It routes to inherit_org_routing by default, which hands the call back to your organization's routing, or you can enter a specific phone number.

Verify the order

Because the first match wins, order matters. Put your most specific rules first — a Named person or Territory match — and your catch-all Fallback last. Once routing looks right, save the bot and confirm its phone number and transfer targets in Phone settings. For deeper transfer setup, review how transfers and ring groups behave under SAMI Bots and your organization settings.

Related articles

• Outbound sales agents vs. inbound-only bots
• Configure call transfers and ring routing
• Tour of the bot editor