What is geo-routing in Aloware?
Geo-routing automatically routes inbound calls based on the caller’s geographical location. This ensures callers are connected with the most suitable agent, one who understands their region, language, or culture.
By implementing geo-routing, businesses can deliver more localized and efficient support while improving both agent performance and customer satisfaction.
Why geo-routing matters
When calls are routed according to geography, customers are immediately connected with agents who are familiar with their area. This reduces unnecessary call transfers and makes conversations smoother and more relevant.
For example, a caller from California might be routed to an agent who understands local time zones, regulations, or even the common language used in that region.
Geo-routing also helps managers maintain operational efficiency. By automatically assigning calls to specific regions, businesses can minimize misrouted calls and ensure that agents handle inquiries they are best suited for. The result is faster resolutions and more satisfied customers.
How geo-routing benefits agents and managers
For agents, geo-routing simplifies their workflow. They only receive calls from regions they’re familiar with, allowing them to communicate naturally and provide confident, accurate service.
For managers, geo-routing makes team organization more strategic. Agents can be assigned based on regional expertise or language skills—for instance, Spanish-speaking agents handling calls from Texas or Southern California, and French-speaking agents covering Louisiana or Maine.
Managers can also create ring groups as backup systems. If a primary agent is unavailable, another agent with similar regional knowledge automatically takes the call, ensuring continuous coverage and no missed interactions.
How to enable geo-routing in Aloware
Login to your Aloware account and go to the Users menu.
Select the user you want to customize, then click the Settings button.
Go to the Inbound Call Settings tab.
Under Operating States, choose the regions or states where the agent should receive calls.
When a customer from that region contacts your business, the assigned agent’s phone will ring automatically.
How to organize teams with geo-routing
Start by identifying your primary customer regions—such as East Coast, West Coast, or international markets. Then, assign agents who are familiar with each area.
For instance, your East Coast team might handle calls from New York and Florida, while your West Coast team covers California and Oregon.
East coast team
West coast team
For international support, disable the Operating States feature to route calls directly to global specialists.
Geo-routing and ring groups
Geo-routing works seamlessly with ring groups to ensure efficient call management. If an agent in a ring group is unavailable, another qualified agent will take over.
If a ring group is set to ring all users simultaneously, only agents assigned to the caller's location will receive the call.
For example, if Agent 1 is unavailable, the call will automatically be routed to Agent 2, who is also familiar with the caller’s region and language. This prevents missed calls, even during busy periods or when an agent is away.
If the caller’s location doesn’t match any agent’s settings, no one in the ring group will receive the call.
This setup ensures that calls are managed effectively and efficiently, matching the right agents with the right calls.
Geo-routing in Aloware helps businesses connect customers to the right agents, based on location, language, and expertise. It reduces call transfers, improves service efficiency, and ensures customers always speak to someone who understands their needs.
For more details on advanced settings or ring groups, check out our Ring Groups guide.