Not all calls are created equal. Your biggest client calling about a renewal deserves a very different experience to an unknown number that’s called four times this week trying to sell you a car warranty.<\/p>\n\n\n\n
Until now, treating callers differently in Flow meant working around the edges. Today, we’re making it official with a new step: Route by Caller ID<\/strong>.<\/p>\n\n\n\n Route by Caller ID does exactly what it sounds like. Drop it into any Flow, give it a list of phone numbers, and it checks the incoming caller’s number against that list.<\/p>\n\n\n\n From there, you’re free to build whatever experience makes sense: send matched callers straight to a senior rep, skip them past the queue, or route unmatched callers off to voicemail. The step itself doesn’t play any audio. It’s a silent fork in the road that lets the rest of your Flow do the talking.<\/p>\n\n\n\n Numbers are entered in full international format (E.164), so a mobile number would look like: +6142345678. This keeps things unambiguous, regardless of which country your callers are dialling from.<\/p>\n\n\n\n Every business has callers who shouldn’t have to wait in the same queue as everyone else. Think key accounts, VIP clients, or your own team calling in from the field.<\/p>\n\n\n\n With Route by Caller ID, you can build a Flow that recognises these numbers automatically and sends them straight where they need to go: a direct line to their account manager, a shorter queue, or a personalised greeting that uses their name. No more “please hold” for the people who matter most to your business.<\/p>\n\n\n\n The same logic works just as well in reverse. If a number keeps calling with no legitimate reason to, like a persistent scammer, a known spam number, or someone you’ve simply asked to stop calling, add them to your Caller ID list and route them straight to a polite rejection message, or nowhere at all.<\/p>\n\n\n\n It’s a simple, effective way to protect your team’s time and keep your call queues focused on the conversations that actually matter.<\/p>\n\n\n\n Once you start thinking in terms of “who is this?”, the possibilities open up. A few ideas to get you started:<\/p>\n\n\n\n At the end of the day, that’s what this is all about. A phone call is often the moment your business matters most to a customer \u2014 and how that call is handled says a lot about who you are. Route by Caller ID<\/strong> gives you one more tool to make sure the right people get the right experience, every time.<\/p>\n\n\n\n Ready to give it a go? Head into the Flow editor in the Enfonica Console<\/a> and drop the new step into your call flow, or check out the documentation<\/a> for the full rundown.<\/p>\n","protected":false},"excerpt":{"rendered":" Not all calls are created equal. Your biggest client calling about a renewal deserves a very different experience to an unknown number that’s called four times this week trying to…<\/p>\n","protected":false},"author":4,"featured_media":698,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[34,47],"tags":[],"class_list":["post-697","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-flow"],"yoast_head":"\nWhat it does<\/h2>\n\n\n\n
VIP treatment for your best customers<\/h2>\n\n\n\n
Shutting the door on nuisance callers<\/h2>\n\n\n\n
Beyond VIPs and blocklists<\/h2>\n\n\n\n
Build amazing call experiences for your customers<\/h2>\n\n\n\n