CallRail: Call Flow Tutorial

Alright everybody, today we’re going to be talking about call flows in CallRail. Now, call flows are a mechanism in a setting that allows you to handle incoming calls in a really sophisticated way. Basically however you want to handle them. So, when a call comes in, you historically, you typically just think like, oh, the call’s going to come in. I’m going to route it to one number. It’s going to go to that number like an office or something, and you’re going to be good to go. With call flows you can do a bunch of stuff. You can route it to multiple people. You can send it to a voicemail. You can just do a ton of stuff. So, I’m going to go show you what the call flow setup looks like and the different options that are available.

So, in order to get here when you’re in your interface, go ahead and head over to numbers and down on the left-hand side here it says, call flows. And then you do create call flow. And you can duplicate an existing one, or you can use one of these fancy templates. So you have greeting to dial to voicemail where it greets the caller the, it then dials someone else, and then it goes to voicemail. Or a menu, so I’m going to do like the greeting, menu, dial. Okay?

So configure the call flow. So now you can see, here’s how you name the call flow. So they used this like caret type of approach with greeting, menu, dial, and then you would hit save when you’re done. Start the call flow. So then it says do you want to record the calls. We almost always record calls at ParaCore because we’re doing Legion and we want to here them, so we are almost always recording them. And then it has a greeting, so it says play message to caller, frequently used to notify the caller about call recording. So, this call will be recorded for quality assurance.

Now, you can see in the interface that you have like insert step here, and you’ve got this little x. So those different options allow you to edit the call flow. I’ll get into that in a second. So, if I wanted to delete this step. Like I don’t want a greeting played, I can hit that. And so I could either delete just this step or delete this step and all the following steps or nevermind I don’t want to delete it. When I scroll down now it says, now here’s an example of the menu option. So, prompt the caller to select from a menu of options, read message, press one for sales, press two for support. And, so in all of these, sorry, I did mean to mention this earlier. You can have it read by like an automated, you know, person, where it just transcribes and reads this. Or you can record your own voicemail, choose a recording, upload it, and then it sounds a lot better.

So you can really customize it, make it sound however you want, but that’s pretty cool because then it doesn’t have to sound like a lame computer recorded message, which a lot of times it does. And, so then here, same thing, you can play recording. And then if they press one, you can forward it to sales. If they press two, then you can forward to support. And you’ll notice that when you click on this, this arrow pops up, comes down, swings over, and then it says here, and it dials this number. Now, when I hit this, the caller press two, now I’m seeing a completely different interface, right?

So now I get to choose what I want to happen. So with one, forward to sales, it dials a number that I can enter in, if the destination does not answer within 20 seconds, then what do we want it to do after that. So you have all of these different options around like, if this happens then that, and it’s all just like a bit of a decision tree. So, for example, I’m going to hit this guy here, and you can play a greeting, so this says we already looked at a greeting, but you can say, you know, thanks for calling, thanks for calling support, we’ll be with you in a second. You can dial a number so this means that some recipient is going to get the call. You can do a simultaneous call, which means that this dials multiple numbers all at the same time.

So, if you have like people or multiple customer support people, the Simulcall will dial all of them simultaneously and the first person to pick it up will then get the call, which is great. And here you can add numbers, you can change them. And this says prevent voicemails and automated systems from answering the call. So a lot of times, like if a call’s coming in, you don’t want a voicemail or automated system to answer it and then like kill the entire call flow, so you can prevent that from happening. And then you can say, route previous callers to the number that answered the last time they called so they can talk to the same person, which is really cool. And then you have this option here that says if the destination, if no destination answers within 20 seconds then go to the next step. So you can keep basically taking people through different steps of this you know, depending on if someone answers, if they don’t, how many calls it’s going out to.

So I’m going to kill this step, I’m going to delete it. A Round Robin is different from a SimulCall only from the perspective in that it goes through each person individually and rotates between them. So it says allow the call to ring for 20 seconds, so it goes through each one for 20 seconds. So, simultaneous call, the all call together, that one, it goes Round Robin. Or you can do a menu, so this is an example of a menu, which we just went over a second ago. You can establish time of day routing, so basically if it’s during business hours, do this. If it’s after hours, do this. If it’s a certain day or a certain time, do these different things. So I can say, on weekdays, between these hours, then do this, right? So, then I can say on weekends, all day, do this. And this allows you to then create a schedule.

So Schedule Branch A if calls are received during the following times. And then this is the alternative. And so here is Schedule Branch A, and I want it to like dial a number, so this can get very very elaborate and complicated, which is cool but also can be a little bit overwhelming. And then it goes there with Schedule Branch A. Alright, so I’m going to add another step here just in the middle, you can geo-route it, so based on the area code. So if the caller’s area code matches the following area codes, then route it a certain way. So you can add a location. You can add a location blah blah blah. So here’s an area code. So in Pheonix it’s 602, and then it’s 480, and then it’s 623, okay? So that’s like the Pheonix location, and when you click that, you can see this arrow down here goes to do this. Or you can do zip codes.

So an alternative is always route to the closest location. Or route to closest location up to a hundred miles, so then you have zip code routing, which is really cool. So zip codes are associated with the area codes. So like, here’s where I grew up as a child, 85022. And you can keep adding different locations. So you can do geo-routing based on area code or based on zip code, and then route depending on if they’re calling from a certain area code or if they’re calling from a certain zip code. And I’m fairly certain that this, the area code of the phone has to associate with a zip code. I don’t believe that it’s where they’re actually geographically located because they would have no way of knowing that with just a phone call unless it’s coming through some other way, but I don’t think so.

Alright, so that is the geo-location, the geo-routing. Responsive routing, so this is route callers based on a custom criteria. And the criteria are first-time caller, repeat caller, the source of the caller, the keyword, the active page, landing, so these are all the different campaign variables that you see that comes in with a call. So it’s basically saying if a call’s coming in from a certain campaign, which might mean that someone is interested in buying a certain product, then route, so campaign is you know, adwords, and then campaign is Facebook. And then you might add a different Branch and have them go to different people.

Or if it’s like a support number, then you might have them go here. Or if it’s a department, you might have them go here. So this criteria is pulled in from the number itself. So certain numbers can then go to certain people and so on and so forth. So there are a ton of options with responsive routing. And then finally the last one is adding a tag. So tagging a call, so if it gets through like a certain decision tree, you can have it tagged a certain way, so it kind of like rolls through here, and applies the tags. And then I believe the last step is either hang up or do a voicemail. And so when someone gets to the end of the decision tree, they can either, you can either hang up the call or you can send them into a voicemail where they can leave a voicemail.

So again the call flow is very advanced for CallRail. You can do tons of different things. It’s probably way more advanced for most people than you would even need. We use a handful of these features, but we, by no means, use all of them for ParaCore and then also for a lot of our clients. They just don’t need this level. But you can see just huge variety of options that are available to you through the call flow. So that’s all for this video. That’s call flows and thanks for watching. We’ll see you in the next video, thanks a lot.

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