Writing to the CRM
The Record Updates Before the Call Ends.IVR CRM integration: tags, lists, stages, owners and new leads, set by the call flow.
Let the path a caller takes write the record for you. Create a lead from a new number, tag the reason they called, move their stage, change the owner, add them to a list, or block a number that should never get through again.
- New callers become leads
- Tags and stages by path
- Opt-outs handled on the call
How a call moves through it
- A new number callsNobody you hold yet
- Lead createdFrom their number, with fields you choose
- Tagged by pathBilling, support or after hours
- Stage movedEngaged, customer or your own stages
- Owner setA user, a role or a team
Let the Call Write the Record.
Tag callers by the route they took, like after hours or billing.
Add a caller to your do-not-call list or a block filter while they’re still on the line.
Every CRM Step, and What It Changes.
These change the record rather than the call, so each one simply carries on to the next step.
Add to Caller Filter
Adds the caller’s number to the caller filter group you pick, then carries on.
Use it for: Blocking abusive or spam callers mid-call, so they’re screened out next time.
Create Lead
Creates a new lead from the caller’s number, with the fields you choose filled in, then carries on. Later steps treat the caller as known.
Use it for: The No path of If Existing Lead, to capture first-time callers.
Good to know
- Pick a field and a default value. The caller’s number and the number they dialed can be used as values.
- Country comes from your organization, and state from the area code. The new lead is owned by the workspace owner.
Manage List
Adds or moves the caller’s lead to a list, or adds them to your internal do-not-call list.
Use it for: Segmenting callers, or recording an opt-out the moment it’s asked for.
Reassign Lead to
Changes the owner of the caller’s lead to a user, a role or a team, then carries on.
Use it for: Giving ownership of inbound leads to whoever handles that path.
Update Lead Stage
Sets the lifecycle stage on the caller’s lead, then carries on.
Use it for: Moving a caller to engaged or customer, based on what happened on the call.
Good to know
- The stage can come from a variable, such as a lookup result.
- Does nothing when the caller isn’t a known lead.
Worked Examples That Use These Nodes.
Your Questions, Answered.
What is IVR CRM integration?
A phone flow that reads from and writes to your CRM during the call. In Adoptiv the call flow and the CRM are one product, so a step can create a lead, tag it, move its stage or change its owner as the caller moves through.
Can a call flow create a lead from a new caller?
Yes. Connect Create Lead to the No path of If Existing Lead. The new lead is made from the caller’s number with the default fields you choose, and is owned by the workspace owner.
Can I change who owns a lead based on the call?
Yes. Reassign Lead to sets the owner to a user, a role or a team, depending on the path the caller took.
Can a caller be added to my do-not-call list during the call?
Yes. Manage List can add the caller to your internal do-not-call list, or add or move them to any other list.
What if the caller isn’t a known lead?
Steps that change a record have nothing to change, so Update Lead Stage does nothing. Put If Existing Lead and Create Lead first, and every caller has a record.
Are call flows included in my plan?
Yes. Call flows, IVR and routing come with every seat. A few steps use paid services: DNC and litigator checks are billed per lookup from your prepaid wallet. The pricing page has current prices.
Can I test a call flow before it goes live?
Yes. Press test call and a simulated caller walks the flow in front of you, lighting each step and taking the branch it would really take. Then publish it to a number.
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Let Every Call Update the Record.
Draw the path, choose what each branch writes, and test it on your own number. Free for 14 days, no credit card.
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