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Call routing & transfers

Send every call to exactly the right place

Whether you've got one mobile or fifteen techs across three states, these guides show you how to send each caller to the right person — or the right outcome — every time.

Smart routing cuts caller drop-off by 38%.
Article 1 of 7 3 min read

Routing 101 — the four levers

Time, trade, territory, and team availability. That's it.

Time of day

Office hours go to your bookings team. After-hours emergencies go to the on-call mobile. Weekends route to your duty manager.

Trade / service type

Hot water → senior plumber. Drains → drainer. New install quote → estimator.

Territory

Northern suburbs → North van. Southern suburbs → South van.

Availability

Anyone on a job? Skip them. Use the live tech-status integration with your job management tool.

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Article 2 of 7 3 min read

Warm transfers vs cold transfers

When to bridge the caller in live, and when to take a message.

Use warm transfer when

The caller asks for a specific person, the lead is high-value, or it's an emergency.

Use cold message when

Outside business hours, your tech is mid-job, or the topic is admin-only.

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Article 3 of 7 4 min read

On-call rotations done right

Set up fair, automatic rotations so the same person isn't always on the hook.

Build a rotation

Add techs to the rotation pool, set the cadence (daily, weekly), and Revafone routes after-hours calls accordingly.

Escalation

If the on-call tech doesn't pick up within 30 seconds, Revafone tries the next person, then the owner. No emergency call ever goes nowhere.

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Article 4 of 7 2 min read

Killing voicemail for good

Why every voicemail your business has is leaking revenue.

The data

78% of callers hang up on a voicemail. Of the 22% who leave one, only 44% answer your callback. Net result: you lose 88% of those leads. Replace voicemail with Revafone and that becomes 12%.

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Article 5 of 7 2 min read

Filtering spam and robocalls

Stop wasting your team's time on fake calls.

How it works

Revafone screens callers against a real-time spam database and asks a quick verification question if a call looks suspicious. Real customers sail through. Robocallers hang up.

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Article 6 of 7 3 min read

Geographic and number-based routing

Run multiple numbers for multiple regions or brands.

Multi-brand setups

Each number can have its own greeting, voice, calendar, and routing rules. Perfect for franchise groups or businesses running multiple trade brands.

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Article 7 of 7 3 min read

Transfer troubleshooting

The 3 fixes for 95% of transfer issues.

Tech says they didn't hear who was calling

Enable 'whisper transfer' — Revafone briefly summarises the caller before bridging.

Transfers go to voicemail

Increase the ring timeout from 20s to 30s and enable escalation to a backup number.

Customer hears silence during transfer

Turn on 'hold music' in Settings → Transfers.

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Stop reading. Hear it for yourself.

In the time it took to read this guide, Revafone could already be answering your phones, qualifying leads, and booking jobs into your calendar. Try it free for 30 minutes — no card required.

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