Geo-Routing

Automatically route callers to the business location closest to them by using a geo-routing step in the Call Flow Builder. If you choose to route by area code, we’ll detect the caller's area code and route them to the location you delegate in the Call Flow Builder. Alternatively, you can prompt the caller to manually enter their zip code on their telephone keypad, and we’ll route the caller to the location of your choice. This feature is popular among franchise businesses that are looking to route callers by their geographic location.

Use this article to learn how to:

  • Route callers within the United States by their area code or zip code
  • Route calls within Canada by area code

Getting Started

Choose to either route callers automatically by area code, or manually by zip code. Since Canadian zip codes are alphanumeric, calls within Canada can only be routed by area code. Geo-routing is only available for US and Canadian phone numbers.

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.

Route by Area Code

Calls that occur within the United States and Canada can route according to area code associated with the caller’s telephone number.

  1. Choose the company where you’d like to geo-route callers.

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  2. Click Numbers at the top of the page.

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  3. Select your Call Flows from the left menu.

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  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 Geo-Routing from the list of available steps.

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  8. Click the Area Code tab within the Geo-Routing step, and enter as many area codes as you’d like for your first location.

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  9. Once you've chosen your first set of area codes, choose a subsequent step where calls to location 1 should route. 

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  10. If you’d like to add additional locations, select + Add Location and enter the area codes that should route to each location. For each location you add, you’ll create a subsequent step to the call flow that includes the telephone number(s) where the call should route.

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  11. Configure the location where calls should route if the caller’s area code does not match a location you’ve entered. This step is mandatory to ensure all calls to this flow are routed to a destination.

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  12. Configure any additional steps before or after your geo-routing step. Click Save at the top of the page when you finish setting up your call flow according to your personal preferences.

    Save.png

Route by Zip Code

Calls that occur within the United States can route by zip code. You can choose to have CallRail prompt the caller to enter their zip code manually by reading a message you create in a robot-like voice, or you can upload a recording from your computer that asks the caller to enter their zip code.

Because Canadian zip codes are alphanumeric, routing by zip code is not available for calls within Canada.

  1. Choose the company where you’d like to geo-route callers.

    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.png

  4. Click + Create New Call Flow to build a new call flow, or select a call flow you'd like to edit to include a geo-routing step.

    screenshot_388.png

  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.

    screenshot_389.png

  7. Select Geo-Routing from the list of available steps.

    screenshot_420.png

  8. Select the Zip Code tab within the geo-routing step.

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  9. Select Customize this prompt to edit the caller hears that asks for their zip code. You can enter text under Read Message, and we’ll read your prompt to the caller in a robot-like voice. Alternatively, click Play Recording, and choose a recording from your computer to play to the caller.

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  10. Choose your routing preference.

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    • Always route to the closest location will route callers to the location closest to the zip code the caller enters at the prompt.
    • Route callers to the closest location based upon a certain radius of your choice. If you choose this option, you can also choose how many miles away from the caller that location can be in order to receive calls from the zip code entered by the caller.
    • Only route to locations with an exact match of the caller’s zip code will route a caller to the location configured for the zip code they enter at the prompt.

  11. Enter the zip code(s) that correlate with each location. You can enter as many zip codes as you like. For each location you add, you’ll add a subsequent step to the call flow that includes the telephone number(s) where the call should route.

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  12. If you’d like to add additional locations, select + Add Location and enter the zip code(s) that should route to each location. For each location you add, you’ll create a subsequent step to the call flow that includes the telephone number(s) where the call should route.

    screenshot_429.png

  13. Configure the destination where calls should route if the caller’s zip code does not match a location you’ve entered, or if the caller does not enter a zip code. This step is mandatory to ensure all calls to this flow are routed to a destination.

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  14. Add any additional steps before or after your geo-routing step. Click Save at the top of the page when you finish setting up your call flow according to your personal preferences.

    Save.png

Bulk Import

Multiple Geo-Routing locations can be configured at once by uploading a CSV file that features all of the area codes or zip codes for the locations you'd like to include in the step. You can include up to 600 zip codes for each location.

  1. Choose the company where you’d like to geo-route callers.

    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.png

  4. Click + Create New Call Flow to build a new call flow, or select a call flow you'd like to edit to include a geo-routing step.

    screenshot_388.png

  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.

    screenshot_389.png

  7. Select Geo-Routing from the list of available steps.

    screenshot_420.png

  8. Choose whether to bulk import by Area Code or Zip Code.

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  9. Select Use a CSV.

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  10. Select Choose File.

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  11. Navigate to and open the CSV file you'd like to use for the bulk upload.

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  12. Click Upload

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  13. The zip codes or area codes from your CSV file will automatically populate in your Geo-Routing step.

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  14.  Finish configuring Geo-Routing and add any additional steps before or after the geo-routing step. Click Save at the top of the page when you finish setting up your call flow according to your personal preferences.

    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.

Call Flows can only route to a destination number in the country selected at the top of the call flow, or a US/Canada number.

  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.

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

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

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