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 chose 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.
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 U.S. 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 the area code associated with the caller’s telephone number.
- Click the Settings icon on the left navigation bar.
- Choose the company where you’d like to geo-route callers.
- Click Workflow at the top of the page.
-
You can select one of the template options to create a new Call Flow or you can edit an existing call flow.
- Name your call flow at the top of the page.
- 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.
- Select Geo-Routing from the list of available steps.
- Be sure you're on the tab that says Manual Setup. Pick the first option to Use the area code of the caller's phone number.
- Enter the area codes associated with your first location. Separate multiple area codes with commas.
- Once you've entered your first set of area codes, choose a subsequent step where calls to location 1 should route. You'll find available the next steps in the box titled: "What would you like to happen next?"
- 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.
- Configure the location where calls should route if the caller’s area code does not match the location you’ve entered. This step is mandatory to ensure all calls to this flow are routed to a destination.
- 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.
- In the pop-up window, assign your call flow to one or more of your tracking numbers. Click Assign when done, or click Skip to skip the step for now. If you skip this step, you can assign call flows to tracking numbers on the All Numbers page at any time.
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 an automated 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.
- Click the Settings icon on the left navigation bar.
- Choose the company where you’d like to geo-route callers
- Click Workflow at the top of the page.
- Create a new call flow by clicking + Create New Call Flow. You can also click the pencil icon to Edit an existing call flow.
- Name your call flow at the top of the page.
- 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.
- Select Geo-Routing from the list of available steps.
- Be sure you're on the tab that says Manual Setup. Pick the second option to Prompt the caller to enter their zip code.
- Select Customize this prompt to edit the message a 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.
- Choose your routing preference.
- 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 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.
- Enter the zip code(s) that correlate with each location. You can enter as many zip codes as you like.
- 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.
- 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.
- 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.
- In the pop-up window, assign your call flow to one or more of your tracking numbers. Click Assign when done, or click Skip to skip the step for now. If you skip this step, you can assign call flows to tracking numbers on the All Numbers page at any time.
FAQs
Is there a zip code limit?
Each location can have up to 600 zip codes. If you have thousands of zip codes you want to capture, you'll need to create multiple locations and route them accordingly.
