Responsive Routing

Responsive Routing allows you to route callers based on specific conditions without having to use different tracking numbers. For example, you may want to route first-time callers to a specific agent, but repeat callers to a different agent. With Responsive Routing, your call flows can be customized based on any combination of the following criteria:

  • First-Time Caller
  • Repeat Caller
  • Source
  • Keyword
  • Active Page
  • Landing
  • Campaign
  • Referrer
  • Previous CallScore

Use this article to learn how to:

  • Add a Responsive Routing step to a call flow
  • Assign your call flow to your tracking numbers

Getting Started

We recommend using the Responsive Routing step with keyword tracking pools. The keyword, active page, landing, campaign and referrer criteria for call flows all rely on a cookie that is exclusively used in keyword tracking pools.

Source tracking numbers can only route calls using the First-time caller, Repeat Caller, Source, and Previous CallScore criteria. 

Once your call flow is set up, you’ll assign it to the appropriate tracking numbers. You can assign the same call flow to multiple tracking numbers. 

We recommend placing a few test calls from a telephone number that’s not included within your call flow to ensure your calls are routing as expected once your call flow is assigned to a tracking number.

More information about the Call Flow Builder.

Create a Responsive Routing Step

Call flows are company-specific in your account. Follow the instructions below to create a call flow with a Responsive Routing step in the company of your choice.

  1. Choose the company where you’d like to use a Responsive Routing step.

    company.png

  2. Click Numbers at the top of the page.

    Numbers.png

  3. Select your Call Flows from the left menu.

    Call_Flows.png

  4. Create a new call flow by clicking + Create New Call Flow. You can also click the pencil icon to Edit an existing call flow.

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  5. Name your call flow at the top of the page.



  6. Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if you don’t want calls to this flow recorded.

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  7. Select Responsive Routing from the list of available steps.

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  8. Select your first custom Criteria for the caller in the drop-down. You can also add additional criteria to your first branch by clicking + Add Criteria.

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  9. Add any additional Branches to your call flow. Each branch must have different caller criteria. 

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  10. Choose a secondary step below Responsive Routing to indicate where calls should forward if the caller fits the criteria in your first branch.

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  11. Choose an additional step below Responsive Routing to indicate where calls should forward if the caller does not fit the criteria in any of your branches.

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  12. Continue configuring your call flow to your personal preference. Then, click Save at the top of the page to save your call flow.

    Save.png

Assigning Your Call Flow

Once you’ve created your call flow, you’ll assign it to your tracking numbers. Since your call flows can be shared, you’re able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.

    1. Choose the company whose call flow you’d like to assign to a tracking number.

      company.png

    2. Click Numbers at the top of the page.

      Numbers.png

    3. Select your Call Flows from the left menu.

      Call_Flows.png

    4. Choose the call flow you’d like to assign to a tracking number in the Destination column.

      screenshot_397.png

    5. Click Save and update call flow on the prompt.

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