How does Voksha route calls if I have separate residential and commercial divisions?

For HVAC Companies

This is typically handled by configuring different intake flows and routing rules tied to either separate phone numbers for each division or a call-routing question early in the conversation if both divisions share one main number. Companies with genuinely separate residential and commercial teams, different technicians, different pricing structures, different account managers for commercial clients, usually keep the numbers separate: a residential line configured around emergency triage, tune-up booking, and standard homeowner pricing, and a commercial line configured around facility or building intake, service agreement lookups, and routing complex quotes to a callback flag for your commercial sales team rather than attempting to book them directly. If both divisions currently share a single number, Voksha can ask an early qualifying question, are you calling about a home or a business property, and branch the rest of the conversation accordingly, capturing the right details for whichever division applies and booking against the correct calendar or flagging for the correct team. This separation matters because residential and commercial HVAC calls genuinely need different information, a residential call needs a home address and system symptom, a commercial call often needs a building name, account number, and specific rooftop unit or zone identifier, and getting mismatched information from the wrong intake flow creates rework for your team downstream. During onboarding, it's worth mapping out exactly how your residential and commercial teams currently differ in pricing, scheduling, and escalation so that distinction carries through accurately into how Voksha handles each type of call.