Campaign Routing Overview

Campaign Routing determines how calls are directed once they enter your system. Setting up the right routing configuration ensures calls reach the right people—whether that's your agents, external partners, or an AI assistant.

Routing Types

Onyx supports four routing options, each designed for different scenarios in your call flow:

Agent Groups

Best for: Directing calls to specific teams or skill-based groups of agents

Agent Groups are collections of users that enable granular call routing. Instead of routing calls to all available agents, you can direct calls to specific sets—such as your Medicare team, Spanish-speaking agents, or senior closers.

Common use cases:

• Route ACA calls to ACA-licensed agents only

• Send high-value leads to your top performers

• Direct calls by language preference

Can be attached to: Campaigns, Internal Transfers

Internal Transfers

Best for: Routing calls between agent groups within your organization

Internal Transfers configure how calls move between your own teams, including the script the agents will use and the hold experience callers hear while waiting. Use these when you want to reuse configurations across Campaigns and when agents need to transfer calls to specialists or different departments.

Common use cases:

• Warm transfer from intake agents to licensed closers

• Escalation path to retention specialists

• After-hours routing to a different team

Can be attached to: Campaigns, Script Flows

External Transfers

Best for: Routing calls to parties outside your organization

External Transfers send calls to phone numbers outside of Onyx—such as carrier service lines, partner agencies, or third-party vendors. Configure these when your workflow requires handing off calls externally.

Common use cases:

• Transfer to carrier enrollment hotlines

• Route overflow calls to a partner agency

• Connect callers with external support services

Can be attached to: Script Flows

AI Routing

Best for: Routing calls to an AI agent for automated handling

AI Routing directs calls to an AI-powered agent that can handle conversations, gather information, or qualify leads before transferring to a live agent. Use this to scale your intake capacity or handle routine inquiries.

Common use cases:

• After-hours lead qualification

• Initial intake and data collection

• Routine FAQ handling before live transfer

Can be attached to: Campaigns, Script Flows

Choosing the Right Routing Type

How Routing Works Together

Campaigns can use a combination of routing types. A typical call flow might look like:

1. Inbound call arrives → routed to an Agent Group (your intake team)

2. Agent qualifies the lead → uses an Internal Transfer to send to closers

3. Closer completes enrollment → uses an External Transfer to the carrier line

You can also layer AI Routing at the front of this flow to handle qualification before reaching a live agent.

Before You Set Up Routing

Make sure you have:

• Users created and assigned appropriate roles

• Campaigns and Campaign Sources ready to attach routing to (or Script Flows for external transfers)