Named Destination lets you label the phone numbers your calls forward to with a name, like a team member's name or a location, instead of showing a raw phone number. Once you save a name for a number, that name appears everywhere the number is used: in your call flows, in your Call Log, and in your Calls by Agent report. This makes it easy to see at a glance who or where a call went, without memorizing phone numbers.
Before You Begin
You'll need access to your account's call flow settings to create and use Named Destinations.
Set Up Named Destinations
Create a Named Destination
- In CallRail, click Settings in the left navigation.
- Under Lead Capture, click Routes.
- Find the phone number you want to label, or add a new one.
- Enter a name for the number, such as a team member's name or a location.
- Save your changes. You can search, sort, and see how many call flows use each named destination from this page. You can also turn a routing number on or off, or delete it, from here.
Use a Named Destination in a Call Flow
- Open the call flow you want to edit.
- Add or edit a Dial, Simulcall, or Round Robin step (or the forwarding step in the tracking number setup wizard).
- Click the Named Destination dropdown and search for the name you saved.
- Select the name. CallRail automatically routes the call to the matching phone number.
- Save your call flow.
If you prefer, you can still enter a phone number directly instead of choosing a named destination.
Once you've set up Named Destinations, you'll see the name (instead of a phone number) in your Call Log's Agent column, and you can filter your Call Log by Named Destination. In your Calls by Agent report, the name will also appear as the main label for each agent's row, with the phone number shown underneath it.
Troubleshooting
A call flow step shows a warning about a missing destination
This happens if a Named Destination used in that step was later deleted. To fix it:
- Go to Settings > Routes and recreate the Named Destination using the same name and phone number, or
- Open the affected call flow step and select a different Named Destination or enter a phone number directly.
Frequently Asked Questions
Do I have to use a Named Destination, or can I still enter a phone number?
You can still enter a phone number directly in any call flow step. Named Destinations are optional and simply give you a way to label numbers with names.
Can two Named Destinations share the same name and phone number?
No. If you try to save a name and phone number combination that already exists, you'll see an error message.
If I turn off a routing number, can I reuse its name for a different number right away?
No. Turning off a routing number does not free up its name and phone number combination for reuse. This is by design, to prevent mix-ups between destinations.