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Case Study 07

Inbound Call Routing & Channels

Dynamic inbound channel routing system with call transfer capabilities and real-time updates.

IncomingGatewaySalesSupportBillingAgent 1Agent 2Agent 3Agent 4Agent 5
Dynamic
Routing
User + Channel
Transfer
Real-time
Updates
No Restart
Config

The Problem

Inbound call routing was hardcoded on the frontend with no dynamic channel management. No call transfer capability, no flexible routing.

The Solution

  • Dynamic inbound channel routing system
  • Channels support multiple users AND multiple phone numbers
  • Calls to a channel's phone number notify only attached users
  • Channels can be created without phone numbers (for call transfers)
  • Call transfer to individual users or channels
  • All channel users notified on channel transfer
  • Real-time impact — changes take effect immediately

Tech Stack

Golang NestJS Twilio WebSocket PostgreSQL Redis

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