Overview

The Prerecorded/AI Voice Consent Routing and Exempt Purpose Routing settings give you fine-grained control over how outbound calls are handled when a Lead has provided consent for prerecorded/AI voice outreach or when the Campaign's Purpose is designated as exempt.

When enabled, these settings allow you to route consented or exempted calls to an IVR script (with a configured menu or message flow) instead of routing directly to a live Agent via the standard Call Routing Method. This lets you automate the initial interaction for qualified Leads, reduce agent talk time on compliance-related preamble calls, and create a more consistent caller experience.

Prerequisites

These settings are only available when both conditions are met:

1. CAO (Consented Automated Outreach) is enabled on your account.
2. The Campaign Purpose field is set on the Campaign's General tab.

If CAO is not active, the Consent/Exempt routing fields will not appear in the Call Routing & Analysis tab.

Consent & Exemption Concepts

Purpose

Every Campaign can be assigned a Purpose (Telemarketing, Informational, Collections, HIPAA, etc.). The Purpose serves as a compliance and routing category. 

• See the Compliance Updates article for the full Purpose list.

Lead-Level Consent

Leads can carry Consent information via two standard Lead upload fields:

• If a Lead revokes Consent, the Lead record should be updated or a DNC entry created.

Purpose Exemption

Each consent purpose can be configured with a Prerecorded/AI Voice Exempt flag and a Required Consent Type (PEC, PEWC, or ANY):

• Exempt = YES: A Campaign with this Purpose is recognized as exempt from certain prerecorded/AI voice compliance restrictions, and the Exempt Purpose Routing setting can take effect.
• Required Consent Type: Defines what level of Lead consent is needed for the exemption to apply. ANY acts as a wildcard for any non-empty Lead Consent type qualifies.

Configuring Routing

Step 1: Enable the Feature

Contact your Convoso Team or Support to enable CAO (Consented Automated Outreach) on your account.

Step 2: Set a Campaign Purpose

Navigate to Call Center → Campaigns →Campaign's settings page → General tab → select a Purpose from the drop-down.

Step 3: Configure Routing

Go to Call Routing & Analysis tab → Agent Settings section. When CAO is enabled and a Purpose is selected, there will be two additional fields:

• When IVR Script is selected, a second field appears to choose the specific IVR script from your account's existing Scripts. 
  • Click View IVR to preview the selected Script.

How Routing Decisions Are Made

When an outbound call connects to a Lead, the system evaluates the following decision tree:

• Check Lead Consent:
  Does the Lead have std_Prerecorded_AIVoice_ConsentType set?
  • If PEWC: The Lead's Consent Type is universally recognized. The Consent Routing setting is used regardless of whether the Purpose is Exempt.
  • If PEC (or another recognized type): The Consent is valid if it matches the Purpose's Required Consent Type, or if the Required Consent Type is ANY.
• Check purpose exemption:
  If the Campaign's Purpose is exempt and the Lead has no consent (or consent does not trigger the consent routing path), the Exempt Purpose Routing setting applies.
• Precedence rule: 
  If both Lead-level Consent Routing AND exempt Purpose Routing are applicable, Consent Routing takes precedence as it is a record-level decision.
• What the routing values mean:
  • Call Routing Method: 
    The call is routed using the standard Agent Routing method configured for the Campaign (e.g., Agent Waiting Longest). No change to existing behavior.
  • IVR Script: 
    The call connects to the selected IVR script, which plays a recorded message and can capture caller input (e.g., "Press 1 to continue, Press 2 to speak to an agent") before the call reaches an Agent or other destination.

Example Scenarios

Important: If the Campaign has no Purpose assigned, only a Lead consent type of PEWC can trigger Consent Routing. Any other consent type, or exempt purpose routing, will not apply — the call follows the standard Call Routing Method.

Audit Trail

When a call is routed using either Consent or Exempt Purpose Routing (as opposed to the standard Call Routing Method), the decision is recorded in the call log. The call is tagged with a XFER disposition marker and the call log detail captures:

• Lead ID
• Campaign and current Campaign Purpose
• Purpose exemption status at the time of the call
• Lead Consent type value
• Which routing parameter was used (Consent Routing or Exempt Purpose Routing)
• The routing parameter value at the time of the call