Skip to main content

🧭 Routing Plan Overrides

override, routing, routing plan

Written by Moja Bot
Updated over 3 months ago

Location: Campaign Page
​Last Updated: October 2025

📝 Overview

Routing Plan Overrides allow you to define special-case routing rules so certain calls can bypass a campaign’s default routing plan.

Overrides are evaluated before standard routing logic and let you apply targeted behavior for specific callers or publishers—without modifying your base routing configuration.

⚙️ How Routing Plan Overrides Work

When an override condition matches an incoming call, Moja routes the call using the override’s assigned routing plan instead of the campaign default.

Overrides can be enabled, disabled, reordered, and updated independently of the base routing plan.

🔧 Override Configuration Options

Match On

Defines what criteria triggers the override. You can match on:

  • 🏷️ Publisher
    Limits the override to calls from a specific publisher
    ​Example:
    Only calls from Publisher A with caller ID 555-123-4567 trigger the override.

  • 📞 Caller ID (Number)
    Matches based on the caller’s phone number
    ​Example:
    Any call into the campaign from 555-123-4567 triggers the override.

Publisher

  • Select a publisher from the dropdown

  • Used only when Match On = Publisher

Filter Type

  • Caller ID (currently the only supported filter type)

Filter Operator

Controls how the Caller ID is evaluated:

  • Equals — Exact match

  • Starts with — Matches the beginning of the Caller ID

  • Ends with — Matches the end of the Caller ID

  • Contains — Matches anywhere within the Caller ID

  • Regex — Pattern-based matching using regular expressions

🟦 Tip: Regex is useful for grouping test numbers or handling number ranges.

Priority

Determines execution order when multiple overrides exist in the same campaign.

  • Lower numbers = higher priority

  • Example:

    • Priority 0 runs before priority 1

Status

  • Enable or disable an override without deleting it

  • Useful for temporary routing changes or testing scenarios

Routing Plan to Target

  • Select the routing plan that should be used when the override condition matches

  • This plan fully replaces the campaign’s default routing for matching calls

🎯 Why This Matters

Routing Plan Overrides give you fine-grained control over call handling without disrupting your primary routing logic.

They allow you to:

  • Handle exceptions cleanly

  • Test new routing strategies safely

  • Apply publisher- or caller-specific behavior

  • Avoid duplicating or restructuring campaigns

💡 Example Use Cases

  • Route known test numbers directly to a test routing plan

  • Ensure VIP callers always reach a dedicated routing flow

  • Apply special handling for traffic from a specific publisher

  • Redirect problematic or abusive numbers to alternate targets

🚀 Getting Started

  1. Open the Campaign page

  2. Locate the Routing Plan Overrides section

  3. Choose whether to match on Publisher or Caller ID

  4. Enter the Caller ID and select a Filter Operator

  5. Assign the Routing Plan to use when the override matches

  6. Set Priority if multiple overrides exist

  7. Enable the override and save

✅ Matching calls will now bypass the default routing plan and follow the override.

🧭 Roadmap

Planned enhancements include:

  • Additional Filter Types (e.g., geography, time of day, enrichment signals)

  • Expanded override visibility in reporting and diagnostics

Did this answer your question?