This is a new feature that lets your Voice Agent (VA) in Contact Center Pro (CCP) direct callers to different teams or queues based on the reason for their call, instead of routing everyone to a single destination.
What's new?
Before this improvement, the Voice Agent in Contact Center Pro could only escalate calls to one destination. If a caller needed billing help, an emergency response, or a regular appointment, they all went to the same place. Now, admins can build multiple named escalation branches in the Contact Center Pro (CCP) Workflow Builder. Each branch has its own label and routing instruction. The Voice Agent reads the conversation and automatically routes the caller to the right branch — whether that's a billing queue, an emergency line, or another department. Callers who don't match any specific branch fall through to a default escalation path.
Before and After
Before (Current)
A caller reaches your Voice Agent and says they need to speak about a bill.
The Voice Agent recognizes the escalation intent but has only one escalation destination.
The caller is transferred to the general queue, regardless of the reason for their call.
The receiving agent may not be the right person to handle billing questions.
Impact: All escalated calls land in the same place. Teams spend time transferring callers internally, and callers may feel frustrated repeating themselves.
After
An admin opens the Workflow Builder in Contact Center Pro and selects the Voice Agent node.
The admin creates named escalation branches — for example, "Billing," "Emergency," and "Scheduling" — each with a routing instruction.
A caller contacts your Voice Agent and says they have a billing question.
The Voice Agent identifies the caller's intent and routes them directly to the Billing branch flow.
A default escalation branch handles any callers who don't match a named branch.
Impact: Callers reach the right team on the first transfer. Agents handle the calls they're equipped for, reducing internal transfers and improving the caller experience.
Who uses this feature
Residential Service and Replacement
Administrators, Customer Service Representatives (CSRs), Dispatchers
Region availability: USA, Canada
How it works for your industry
Residential Service and Replacement
A plumbing company uses the Voice Agent to handle after-hours calls. Admins create an "Emergency" branch for gas leaks and flooding, a "Scheduling" branch for appointment requests, and a "Billing" branch for payment questions. Each branch connects to the right on-call team or voicemail flow.
An electrical company's Voice Agent handles high call volume during storm season. Instead of routing all calls to a single dispatcher queue, admins build branches for emergency outage calls, permit inquiries, and general scheduling. The Voice Agent sorts callers at the start of the conversation.
A garage door company receives calls from both homeowners and property managers. Admins configure separate escalation branches for residential service requests and commercial account inquiries. The Voice Agent routes each caller based on what they say, reducing the need for CSRs to manually transfer calls.
How to Prepare
Confirm which call types or departments your Voice Agent should route to. Work with your team to define the names and routing instructions for each branch before building them in the Workflow Builder.
Have an administrator open the Contact Center Pro Workflow Builder and add escalation branches to each Voice Agent node in use. Label each branch clearly and write the routing instruction in plain language so the Voice Agent can identify the right path.
Assign a default escalation path to handle any callers who do not match a named branch. This protects against gaps in routing coverage.
Train your customer service representatives (CSRs) and dispatchers on the new branch structure so they understand which queue they will receive calls from.