Responsive Routing

Responsive Routing allows you to route callers based on specific conditions without having to use different tracking numbers. For example, you may want to route first-time callers to a specific agent, but repeat callers to a different agent. With Responsive Routing, your call flows can be customized based on any combination of the following criteria:

- First-Time Caller
- Repeat Caller
- Source
- Keyword
- Active Page
- Landing
- Campaign
- Referrer
- Previous CallScore

Getting Started

We recommend using the Responsive Routing step with keyword tracking pools. The keyword, active page, landing, campaign and referrer criteria for call flows all rely on a cookie that is exclusively used in keyword tracking pools.

Source tracking numbers can only route calls using the First-time caller, Repeat Caller, Source, and Previous CallScore criteria. 



Create a Responsive Routing Step

Call flows are company-specific in your account. Follow the instructions below to create a call flow with a Responsive Routing step in the company of your choice.

  1. Choose the company where you’d like to use a Responsive Routing step.

  2. Click Tracking at the top of the page.

  3. Select your Call Flows within Calls & Texts in the left-hand menu.




  7. Select Responsive Routing from the list of available steps.

  8. Select your first custom Criteria for the caller in the drop-down. You can also add additional criteria to your first branch by clicking + Add Criteria.

  9. Add any additional Branches to your call flow. Each branch must have different caller criteria. 

  10. Choose a secondary step below Responsive Routing to indicate where calls should forward if the caller fits the criteria in your first branch.


  11. Use Any other call at the bottom of the Responsive Routing step to indicate where calls should forward if the caller does not fit the criteria in any of your branches.


Assigning Your Call Flow




  2. Click Tracking at the top of the page.


  4. Click Save and update call flow on the prompt.


What do I enter for the campaign option?

The campaign option within Responsive Routing requires you to enter the campaign parameter found in the landing page URL of your PPC bidding platform.