Knowing who is calling
Know Who’s Calling Before You Say Hello.Route calls by caller ID: known customers, VIPs and repeat callers.
The flow looks up the caller’s number in your CRM before anyone answers. Greet a known customer differently from a stranger, send VIPs to their own desk, and catch the person who keeps calling back. A number you’ve never seen can become a lead on the spot.
- Matched by phone number
- VIP and repeat caller paths
- New callers become leads
How a call moves through it
- A call comes inThe number is looked up in your CRM
- Known caller?Matched to their record
- VIP?Flagged customers go to a priority desk
- Called again recently?Repeat callers handled first
- New numberBecomes a lead on the spot
Treat Known Customers Like You Know Them.
Send known customers one way and first-time callers another, from the moment the call connects.
Someone who keeps calling back is handled first, instead of starting over.
Every Caller Check, and the Paths It Opens.
Each check reads the caller’s number and the record behind it, then branches.
If Existing Lead
Looks the caller up by phone number and branches Yes or No. When it finds them, the record is linked to the call.
Use it for: Greeting known customers differently from new callers. Connect the No path to Create Lead to capture first-time callers.
Paths out
- Yes: Caller matches an existing lead.
- No: No matching lead found.
Match VIP Caller
Looks up the caller and branches on the VIP flag on their record.
Use it for: Fast-tracking priority callers to a dedicated queue or person.
Paths out
- VIP: Caller is a VIP lead.
- Normal: Caller is not flagged VIP.
Repeated Caller
Counts how often this number has called within a time window and branches Repeat or New.
Use it for: Handling callers who keep calling back, before they have to explain again.
Paths out
- Repeat: Caller hit the repeat threshold within the window.
- New: First-time / below-threshold caller.
Good to know
- The count includes the current call, so 3 means the third call in the window takes the Repeat path.
Worked Examples That Use These Nodes.
Your Questions, Answered.
How does a call flow recognize the caller?
It looks up the caller’s phone number in your CRM. When If Existing Lead finds a match, the record is linked to the call, so later steps can use its fields, tags and deals.
Can VIP customers skip the queue?
Yes. Match VIP Caller checks the VIP flag on the caller’s record, so you can send VIPs to a dedicated queue or person.
What counts as a repeat caller?
You set the number of calls and the time window. The count includes the current call, so a threshold of 3 means the third call in the window takes the Repeat path.
What happens to first-time callers?
They take the No path. Connect it to Create Lead and the caller becomes a new lead from their number, so the rest of the flow treats them as known.
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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