Voice & Telephony
Customers always reach the rep who knows them.
Callswala remembers the last agent each caller spoke to and routes them back automatically — falling back to the team's normal routing only if that agent is offline.
The problem
Repeat callers hate re-explaining themselves. Reps hate inheriting half-finished conversations. Both are avoidable.
How Callswala solves it
Sticky-agent is a one-toggle layer on top of any routing strategy. It runs on top of the call log so context follows the customer, not the queue.
What you get
Per-team toggle
Some teams want it, some don't. Configure per team in seconds.
Configurable stickiness window
From 24 hours to forever — whatever fits your sales cycle.
Graceful fallback
If the sticky agent is offline, the call drops back to the team's default strategy.
FAQs
Does sticky-agent work with mobile failover?▾
Yes — if the sticky agent's softphone is offline, their mobile rings as the failover before falling back to the team.