HOW TO: Setting Up Routing Settings

Last updated: January 16, 2026

Welcome to Real Call Scoring!

Routing rules determine how Hyperbound processes your synced calls.

Accessing Routing Settings

  1. Click on Workspace Settings in the sidebar

  2. Expand Real Calls

  3. Click on Routing Settings

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Routing Levels

You can configure routing rules at three levels:

Organization - Applies to all calls across the entire organization

Team - Applies to calls for a specific team

Users - Applies to calls for individual users

Setting Default Behavior

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The Default behavior determines what happens when a call doesn't match any of your routing rules.

Ignore the call: Call is not saved or scored

Save: Call is saved but not scored

Save and score: Call is saved and scored with a default scorecard

Creating a New Routing Rule

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1. Click + New rule in the top right corner

2. Fill in the rule details

3. Click Save

Call Label

Enter a name to classify the call type as

Rules

Define matching criteria that the AI uses to classify the call

Behavior

Choose how the calls should be handled

Select call type & Scorecard

If you select Save and Score, select Call Type from the dropdown and select a Scorecard that should be used for scoring that call type

Tip: When categorizing a call, the Call Title is always checked first. If the title does not match any category, the Description is used instead.

Best Practices

  1.   Start with Organization-level rules for common call types

  2.   Use Team-level rules for team-specific scorecards

  3.   Use User-level rules for individual rep coaching

  4.  Keep your keyword lists focused to avoid false matches

  5.   Regularly review unmatched calls to refine your rules