Knowing who is calling
Recognising the caller from the record you already hold, so the flow can treat a known customer differently from a stranger.
3 nodes of 37
If Existing Lead
Branches on whether the caller is a known lead.
Looks the caller up by phone number and branches Yes/No; sets CONTACT_ID when found.
When to use it. Greet known customers differently from new callers. Wire the No branch to a Create Lead step to capture unknown callers.
- Yes · Caller matches an existing lead.
- No · No matching lead found.
Match VIP Caller
Branches when the caller is a VIP lead.
Looks up the caller and branches on the lead's VIP flag.
When to use it. Fast-track priority callers to a dedicated queue or agent.
- VIP · Caller is a VIP lead.
- Normal · Caller is not flagged VIP.
Repeated Caller
Branches when the caller has called repeatedly.
Counts how many times this number has called within the time window and branches Repeat / New.
When to use it. Fast-track or specially handle persistent re-callers.
- Repeat · Caller hit the repeat threshold within the window.
- New · First-time / below-threshold caller.
- Threshold counts the current call - 3 means the 3rd call in the window triggers Repeat.
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