Conditions and branching
Send Each Caller Down the Right Path.Conditional call routing on the caller’s record, location, tags or deal value.
Ask a yes-or-no question about the call and take a different path for each answer. Check a field on the record, the caller’s state from their area code, a tag, the value of their deals, or what your own system said a moment ago.
- Branch on any CRM field
- Route by area code
- Act on live lookup results
How a call moves through it
- A call comes inKnown customer or new number
- Where are they calling from?State read from the area code
- How much is open?Added up across their deals
- Yes or noEach answer takes its own path
- The right desk ringsRegional team, VIP desk or general line
Different Callers, Different Paths.
Geographic call routing: send each state to the team that covers it, even for callers you’ve never spoken to.
Add up a caller’s deals and send high-value accounts straight to their team.
Use tags like VIP or existing customer to choose the path.
Branch on what your own system returned a moment ago, like an account status or risk flag.
Every Condition, and the Paths It Opens.
What each check compares, when to use it, and what happens to callers you don’t know yet.
Match Deal Aggregate
Adds up all of the caller’s deals, counts and values by status, and compares one total with a value you set.
Use it for: Putting high-value or repeat customers first, such as callers with open deals worth more than 50,000.
Paths out
- Yes: The check passed.
- No: The check didn't pass.
Good to know
- Totals cover all of the caller’s deals, not only the latest one.
- Callers not in your CRM count as zero and take the No path.
Match Lead Field
Compares a field on the caller’s record, the call or their deal with a value, and branches Yes or No.
Use it for: VIP routing, language choice or routing by lifecycle stage.
Paths out
- Yes: The check passed.
- No: The check didn't pass.
Good to know
- Caller ID, caller name and the number they dialed are always available. Record and deal fields come from the matched lead.
- Greater than and less than compare numbers. Everything else compares text.
Match State by Area Code
Reads the caller’s country, and their state for US and Canada numbers, from the phone number and compares it with a value. Works for unknown callers too.
Use it for: Geographic routing, like sending California callers to the West Coast team.
Paths out
- Yes: The check passed.
- No: The check didn't pass.
Good to know
- State is filled in for US and Canada area codes. Other countries match on country only.
- Add as many states or area codes as you like to one step. A caller matches if they fit any of them.
Match Tag
Checks whether the caller’s record carries the tags you pick, and branches Match or No match.
Use it for: Routing by segment, like VIP or existing customer.
Paths out
- Match: The caller has the tags you picked.
- No match: The caller lacks the tags, or isn’t in your CRM.
Good to know
- Any matches one of the tags, All needs every one, and None matches when the caller has none of them.
- Unknown callers have no tags, so they match None and take No match for Any or All.
Match Webhook Variable
Compares a value your own system returned earlier in the call with a value you set, and branches Yes or No.
Use it for: Acting on a lookup result, like an account status or a risk flag.
Paths out
- Yes: The check passed.
- No: The check didn't pass.
Good to know
- Only values saved by steps earlier in the flow are offered.
Worked Examples That Use These Nodes.
Your Questions, Answered.
What is conditional call routing?
Routing that asks a question about the call and takes a different path for each answer, also called IVR branching: is this caller a VIP, are they in California, are their open deals worth more than a set amount.
Can I route callers by state or area code?
Yes. Match State by Area Code reads the caller’s country, and their state for US and Canada numbers, from the number itself. It works for callers who aren’t in your CRM, and one step can hold as many states or area codes as you need.
Can I route by the value of a customer’s deals?
Yes. Match Deal Aggregate adds up all of the caller’s deals, by count or value and by status, and compares the total with the amount you set. Callers not in your CRM count as zero.
Can the flow act on data from my own system?
Yes. A Trigger Webhook step fetches fields from your system mid-call, and Match Webhook Variable branches on what came back, such as an account status or a risk flag.
What happens to callers who aren’t in my CRM?
Checks on the record find no fields, tags or deals, so those callers take the No or No match path. Area code checks still work, because they read the number itself.
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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