BPO and multi-client
A Flow for Every Client, One Screening Path.BPO call routing with a branded flow per client and one shared screening path.
Every client wants their own greeting, hours and queue, and the screening rules inside those flows must never drift apart. Give each client a branded flow and keep screening in one shared flow, so a rule change is made once and every client picks it up.
- A branded flow per client
- One shared screening path
- Calls tagged by client
How a call moves through it
- Shared screeningOne flow, used for every client
- On to the client’s flowEach client has its own
- The client’s greetingIn their name and voice
- The client’s queueAgents trained for that client
- Tagged by clientClean month-end reporting
Copied Flows Drift Out of Date.
A BPO adding a client usually copies the last client’s flow and changes the greeting. It works, and it quietly creates the audit problem: several copies of the screening rules, most of them a version behind. When a rule changes, someone has to remember every copy.
Screening lives in one shared flow. Edit it, publish, and every client flow uses the new version.
A new client needs a greeting, hours and a queue. The screening is already built and shared.
The screening a client’s calls went through is a flow you can open, not a policy you describe.
Nine Steps, Split Between Shared and Client Flows.
Each step names the node it uses, so you can rebuild this flow in the call flow builder and change what you need.
Your Blocked Numbers, First
Caller FilterRuns before anything client-specific, because a number you’ve blocked is blocked for every client.
Do Not Call Screening, Shared
Federal DNC CheckOne place for the federal registry check. Change it once, and every client flow picks it up when you publish.
Litigator Screening, Shared
Litigator CheckSame idea, and this is the check where an out-of-date copy costs the most.
On to the Client’s Own Flow
Send to FlowAfter screening, the call moves on to that client’s published flow. The branded part and the screening part stay separate.
Play the Client’s Greeting
Playback AudioIn the client’s name and voice. Their caller never sees the shared screening behind it.
Apply the Client’s Hours
Business HoursEach client keeps their own hours and holidays, so one client’s day off doesn’t close another’s line.
Use the Client’s Queue
QueueAgents trained for that client, with the client’s own overflow and callback offer.
Tag the Call with the Client
Manage TagsReporting by client splits cleanly at month end, with nobody reconciling by hand.
Score Against the Client’s Criteria
AI AnalysisPick the AI analysis preset for each client, so one who cares about script adherence is scored differently from one who cares about tone.
What the Flow Remembers, and What to Watch For.
Variables the Flow Carries
Saved during the call and usable by every later step, including spoken messages and requests to your own systems.
CLIENT- Which client the call belongs to, used for tags and reporting
QUEUE_NAME- The client’s queue, so overflow stays theirs
What to Watch Out for
- Keep the shared flow shared. The moment someone copies it for one client’s tweak, you’re back to copies that drift.
- Tag calls on the way in, not on the way out. A caller who hangs up before reaching an agent still belongs to a client.
- A flow can hand a call on to another up to 8 times, which prevents loops, and the target flow must be published.
Questions About This Flow, Answered.
What is BPO call routing?
How a BPO sends each incoming call to the right client’s greeting, hours, queue and agents. In Adoptiv each client has its own call flow, and all of them share one screening flow.
Can each client have its own greeting and hours?
Yes. Each client flow plays its own greeting in the client’s name, and checks its own business hours and holidays.
How do I keep compliance screening the same for every client?
Put it in one shared flow and hand calls between flows with a Send to Flow step. Change the shared flow once, and every client uses the new version when you publish. This is general information, not legal advice; check with your own counsel.
Can I report on calls by client?
Yes. Tag each call with the client as it comes in, and filter your reports by that tag.
Can each client’s calls be scored differently?
Yes. The AI Analysis step marks the call with the preset you choose, so each client’s calls are scored on their own criteria after the call. AI call analysis is unlimited on AI+ and Dialer Plus.
Do client flows change when the shared flow changes?
Yes, once you publish it. Send to Flow runs the published version of the target flow; drafts are ignored during calls.
Is this a call flow template I can change?
It’s a worked example. Every step names the node it uses, so you can rebuild it in the call flow builder and change the prompts, branches and lookups to fit. The builder also has ready-made starts, such as an auto attendant.
Can I build this call flow on the free trial?
Yes. Call flows come with every seat, and the 14-day free trial needs no credit card. Draw the flow, walk a test call through it, then publish it to your number.
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