Can Voksha route personal lines calls and commercial lines calls to different teams within the same agency?

For Insurance Agents

Yes, this is a common configuration for agencies large enough to have producers who specialize by line of business rather than every producer handling everything. During setup, you define routing logic based on what the caller says they need, a caller asking about auto or home insurance routes to your personal lines team's queue and qualification script, while a caller asking about general liability, workers comp, or a business owner's policy routes to your commercial lines team with a different intake script suited to gathering business details (industry, payroll, revenue, prior claims) instead of driver and vehicle information. This keeps intake accurate on both sides, since a commercial lines producer receiving a fully personal-lines-formatted lead (or vice versa) ends up having to re-ask half the questions anyway, defeating the purpose of automated intake. Agencies can also route by product specialty within personal lines itself, for example directing Medicare and health-adjacent calls to a producer specifically licensed and appointed for that business rather than a general personal lines producer who does not write those products. This kind of split routing is especially valuable during open enrollment, when Medicare-specific call volume spikes independently of your regular personal lines volume, and keeping that traffic separated means your Medicare-focused producer is not getting general auto quote calls mixed into their queue during an already compressed enrollment window. Setting this up is a configuration step done once, and updating it as your team's specializations change (a new producer gets appointed for a new product line, for example) is a quick adjustment rather than a full reconfiguration.