Eleven clients, eleven greetings, one compliance path.
The hard part of running calls for other people is not the greeting. It is that every client wants their own, and every one of those flows contains the same screening rules that must never drift apart.
BPO and multi-client · 9 steps
A BPO taking on its fifth client usually copies the fourth client's flow and edits the greeting. It works, and it quietly creates the problem that ends up in the audit: five copies of the screening logic, four of which are now a version behind.
When a rule changes, somebody has to remember all of them. Nobody remembers all of them.
Step by step, with the node each one uses.
- 01
Your own blocked numbers, first
Caller FilterRuns before anything client-specific, because a number you have blocked is blocked for every client.
- 02
Register screening in the shared path
Federal DNC CheckOne place. When the rule changes it changes once, and every client flow inherits it the moment it is published.
- 03
Litigator screening in the same shared path
Litigator CheckSame argument, and this is the one where a stale copy is most expensive.
- 04
Send to the client's own flow
Send to FlowEach client's number points at its own flow, and each of those starts by handing to this shared screening flow and coming back. The branded part and the regulated part stay separate.
- 05
The client's own greeting
Playback AudioIn the client's own name and voice. Nothing about the shared screening path is visible to their caller.
- 06
The client's own hours
Business HoursDifferent clients keep different hours and different holidays. Held per flow, so one client's bank holiday does not silence another's queue.
- 07
The client's own queue
QueueAgents skilled for that client, with their own overflow and their own callback offer.
- 08
Tag the call with the client
Manage TagsSo the reporting separates cleanly at the end of the month without anybody reconciling it by hand.
- 09
Score against that client's criteria
AI AnalysisYou write the prompt, so a client with strict script adherence is scored differently from one who cares about tone.
The variables.
Captured mid-call and readable by every later node, including inside a spoken prompt and inside a webhook body.
${CLIENT}Which client this flow belongs to, used for tagging and reporting${QUEUE_NAME}The client's queue, so overflow behaviour stays theirsA compliance change is one edit to one flow. That is the entire argument, and it is the difference between onboarding an eleventh client in a morning and in a week.
It also gives you something to show a client's auditor: the screening their calls went through is a flow you can open, not a policy you can describe.
- Keep the shared flow shared. The moment somebody copies it to make one client-specific tweak, you are back to the problem this solves.
- Tag on the way in, not on the way out. A call that abandons before an agent still belongs to a client, and untagged calls are the ones that make month-end reconciliation miserable.
Book a demo
We will build this one on your numbers.
Half an hour. Bring the awkward case rather than the easy one, and we will tell you if it does not fit.
14-day trial · no card · migration included