Directory

Directory is a database of transfer destinations with phone numbers and when to transfer to those numbers.

Danger: Important Note: Directory does NOT handle the actual transferring of phone calls, nor does it do the evaluation of whether a phone call meets the conditions of transfer. Actual transfer logic is handled by the prompt and the agent’s tool calls during an active session.

Creating a contact

Click Directory and in the top right, click “New contact”.

Configure your contact with the following details:

• Name (Required): The name of the contact.
• Type (Required): The type of contact. This is useful when searching and filtering contacts and maybe necessary depending on the tool being used. There are only 3 options for now - Department, Operator, Provider.
• Contact tags (Optional): Contact tags can be specified with free-text key-value pairs.

Extensions

An extension includes the contact’s phone number and outlines the conditions for call transfers, including language preferences and operating hours. A contact must have at least one extension and each extension must have at least one phone number.

Extensions consist of three parts:

• Extension name (required): The name of the extension, which can be referenced in agent prompts to help define conditions for a phone number
• Phone number(s) (required): The phone number for the extension, which should only contain digits or the “+” sign, if applicable (i.e., no special characters such as hyphens, spaces, or parentheses)
• Rules (optional): The conditions for when an agent should transfer to the given extension (see rules for more guidelines).

Rules

Languages

Select a language from the dropdown menu for indicating that only sessions of a specific language should be transferred to this phone number. In the absence of any selected language for a rule, any session, regardless of language, can be transferred to that phone number provided it meets the conditions of the rules.

Hours

All rules follow this structure: [not] [Time Period], [Hour Range]

Time Period Field (Days, Dates, Holidays)

This field specifies _when_ the rule applies, independent of the time of day by defining the specific days, dates, or holidays

• Single Day of Week: Use a two-letter or three-letter code (e.g., mo for Monday, Sa for Saturday, wed for Wednesday).

• Range of Days: Use a hyphen to connect the start and end days with no spaces (e.g., mo-fr).
• Specific Date: Use the ISO format (YYYY-MM-DD) for a single day (e.g., 2025-12-09). If month or day is a single number, enter zero for the first digit.
• Holiday: Use the name of a holiday (e.g., Christmas, Labor Day). Refer to the list below for a full set of named holidays.

Note: The system does not currently support defining a range of dates (e.g., 2025-12-15 to 2025-12-23).

Hour Range Field

This field specifies the required time window _within_ the defined Time Period by specifing the applicable time range. 

• Specific Range: Define the start and end time using either a 12-hour or 24-hour format (e.g., 09:00-17:00 or 8 AM-5 PM).
• Blank: Leaving this field blank means the rule applies for the entire 24 hours of the specified day(s), date, or holiday.

NOT Condition

You can invert the entire rule by optionally adding the word not at the start of the rule. This means the rule will apply whenever the defined condition is NOT met.

• Syntax: not [Time Period], [Hour Range]
• Example: If you define not mo-fr, 09:00-17:00, the rule applies whenever it is NOT 9 AM to 5 PM on Monday through Friday (e.g., it applies on Saturday, or on a Thursday at 6 PM).

Rule Examples

Combining Rules

Rules can be combined with each other to either narrow OR expand the time ranges for a transfer by using AND within a rule of creating a new rule (representing OR).

1. AND

AND is used within an existing rule to help _narrow_ time ranges since all time ranges listed with the AND keyword must apply in order for the conditions of the rule to be met. For example, mo-fr, 09:00-17:00 AND not 2025-12-10 would mean that the rule applies on Mondays to Fridays from 9 AM to 5 PM but specifically not on December 10, 2025.

1. OR

OR is used to _expand_ time ranges so any time range listed in any of the OR rules listed must apply in order for the conditions of the rules to be met. For example, mo-tu, 09:00-17:00 OR we-fr, 10:00-16:00 would mean that the rule applies on Mondays and Tuesdays from 9 AM to 5 PM as well as Wednesdays to Fridays from 10 AM to 4 PM.

Rule Examples

Supported Holidays

View Directory

Once contacts have been created, you can view them in your Directory.

Version history

A contact version is a specific saved state of a directory contact at a point in time. When you change a contact and save, the system adds a new version to that contact’s history and keeps earlier versions.

Each version captures changes to:

• Contact fields (e.g., name, type, and contact tags)
• Extensions (extension names, phone numbers, and rules)

Version history lets you:

• Track changes: See what changed, when, and who saved it.
• Compare versions: Review differences between two saved states.
• Restore a version: Return the contact to an earlier saved state when you need to undo edits.
• Recover deleted contacts: Bring back a contact that was removed from the Directory using the history experience on the main Directory page—see below.

Each entry is a snapshot of that contact (including its extensions) at the moment it was saved, in chronological order.

Viewing contact versions\ Open Directory, select a contact, and open the Versions tab. For each version you’ll see:

• Version number: Increments automatically when a new version is saved.
• Comment: You can add a comment when saving changes; comments are optional.
• Last modified: Timestamp and the user who saved the version.

Previewing a version\ Click a version row to see the contact as it existed at that version (fields and extensions).

Comparing versions\ Select a version and click Compare. Choose another version to see differences—for example changes to contact fields, extensions, phone numbers, or rules.

• A dialog will appear where you can select another version to compare to.
• You’ll be able to compare differences across the two versions.
• You can restore either version.

Restoring a version\ Click Restore on the version you want. Review the contact details, then save. Restoring creates a new version (the version number increases); it does not remove older history entries.

Recovering a deleted contact\ On the main Directory page, open version history using the history control (counterclockwise clock icon). Find the contact by name or ID, then click Recover. You’ll land on the contact edit page with those details prefilled—the contact is not restored to the Directory until you review the form and click Save.

Test Directory

To check if the extension rules are correct, enter a date and time (e.g., weekend, closed hours, holiday) and, optionally, a language in the Extension Tester, and check if the phone number it transfers to matches expectation.