Workflow Customization: Add Conditional Transfer/Routing Rules in Plain English - Admin Panel

Purpose

Show how to express routing rules inside any workflow box without special syntax.

Examples you can copy and adapt

 

• If the patient says their insurance has changed, please transfer the call to .

• If the patient is a new patient, please transfer the call to .

• If the caller requests a referral authorization, transfer to .

• If the call is about billing, transfer to .

 

Tips and Good practices

 

• Put each rule on its own line.

• Use clear triggers such as “if the patient says” or “if the caller requests”.

• Avoid internal abbreviations that callers will not use.