Set up conditional call forwarding

Choose whether calls forward after a timeout, when the line is busy, outside business hours, or when a specific queue is overloaded.

Short timeouts recover more calls but may interrupt staff. Longer timeouts feel less aggressive but can make callers wait.

Use different rules for sales, support, urgent service, existing customers, and general inquiries when the phone system supports it.

After launch, inspect calls that did not reach Havio and calls that reached the wrong fallback path.