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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.

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How it works

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

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Slot configuration

FieldDescriptionExample
Slot numberSequential identifier01, 02, 03
CasesComma-separated topics this slot handlesRechnungsfragen, Zahlungsprobleme
Slot assignmentName of the person responsibleMax Mustermann
Priority 1Primary contact (phone or name)+491701234567
Priority 2First fallback+491709876543
Priority 3Second fallback+491705555555

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Managing slots in the Dashboard

Forwarding slots are configured per agent on the agent detail page:
  1. Open Agenten > click an agent
  2. Scroll to Weiterleitungsregeln (Forwarding Rules)
  3. Add, edit, or remove slots
  4. Changes are saved when you click Speichern

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Example setup

SlotCasesAssignmentPriority 1Priority 2
01Rechnungsfragen, ZahlungenMax Mustermann+491701234567+491709876543
02Technischer SupportErika Musterfrau+491705555555+491706666666
03Vertraege, KuendigungenAnna Schmidt+491701111111—

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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.