Forwarding Slots - TalkPilot

Forwarding slots tell your AI agent how to route calls to the right person. Each slot handles specific case types and has up to 3 priority levels for fallback routing.

How it works

A caller describes their issue to the AI agent
The agent matches the issue to a forwarding slot based on the cases field
The agent tries to reach Priority 1 first
If Priority 1 is unavailable, it tries Priority 2, then Priority 3
If no one is available, the agent handles the call based on its prompt instructions

Slot configuration

Field	Description	Example
Slot number	Sequential identifier	`01`, `02`, `03`
Cases	Comma-separated topics this slot handles	`Rechnungsfragen, Zahlungsprobleme`
Slot assignment	Name of the person responsible	`Max Mustermann`
Priority 1	Primary contact (phone or name)	`+491701234567`
Priority 2	First fallback	`+491709876543`
Priority 3	Second fallback	`+491705555555`

Managing slots in the Dashboard

Forwarding slots are configured per agent on the agent detail page:

Open Agenten > click an agent
Scroll to Weiterleitungsregeln (Forwarding Rules)
Add, edit, or remove slots
Changes are saved when you click Speichern

Example setup

Slot	Cases	Assignment	Priority 1	Priority 2
01	Rechnungsfragen, Zahlungen	Max Mustermann	+491701234567	+491709876543
02	Technischer Support	Erika Musterfrau	+491705555555	+491706666666
03	Vertraege, Kuendigungen	Anna Schmidt	+491701111111	—

Bulk sync via API

If you manage routing in an external system, use the PUT endpoint to replace all slots at once:

curl -X PUT -H "X-API-Key: $TP_KEY" -H "Content-Type: application/json" \
  -d '{"slots": [{"slotnummer": "01", "cases": "Billing", "prioritaet_1": "+49170..."}]}' \
  "$TP_BASE/agents/{agentId}/forwarding-slots"

See Forwarding Slots API for details.