Route callers by CRM data

A CRM routing rule looks up an incoming caller in your CRM and decides where the call goes. For example, a key account can go straight to its account manager, and callers from one region can reach that region's team.

Connected-system features work through your existing CRM or business system and depend on that system offering a compatible API. Availability varies by provider.

Routing by CRM data comes with the CRM integration. CRM integration is an add-on, priced on your quote. See plans and pricing.

Some labels in your portal or apps may look slightly different from this guide.

CallSprout sets up your CRM integration with you and tests the routing rules before you go live. Here's what the setup covers, so you know what to expect.

Before you start

You need an active CRM integration that's signed in with its admin account. See set up a CRM integration. Routing works through that admin account, so it follows the Default permission group.

If you want the rule to greet callers or play a message, upload those recordings first. Greeting file names usually start with greeting-, and recordings a rule plays usually start with crm_routing-. If a file doesn't show up in the rule, ask CallSprout support which prefix your account expects.

Create the rule

1. 1
   Step 1:

   Add a rule

   In the admin portal, go to CRM, then Routing, and select Add Routing. Choose Voice as the client and give the rule a name.
2. 2
   Step 2:

   Set the greeting and input

   Under Input, pick a greeting if you want one. Switch on Input Required if callers should key in a number, such as an account number.
3. 3
   Step 3:

   Set the default action

   Choose what happens when nothing matches: dial a destination on your system, hang up, or play a recording. Every rule needs one. To send callers to an outside number, from the default action or a condition, ask CallSprout support to set it up, because outside numbers carry a toll fraud risk.
4. 4
   Step 4:

   Add a data source

   Pick the integration, the record type to search (such as Account, Contact or Lead), and what to search with: the caller's number, or the digits the caller entered and the CRM field to match them against. Number fields work best for keyed input.
5. 5
   Step 5:

   Add conditions

   For that data source, add one or more conditions. Each one compares a field in the record with a value you type, then dials, hangs up or plays a recording if it matches. Text fields offer comparisons like matches, contains or starts with. Number fields offer equals, less than and greater than.

How a rule decides

1. The greeting plays. If you asked for input, the caller has a few tries before the default action runs.
2. Data sources are searched in order from the top. As soon as one of them returns a record, the search ends and the sources below it aren't tried.
3. That source's conditions are checked from the top. The first match decides where the call goes.
4. If nothing finds a record or nothing matches, the default action runs.

You can add the same integration more than once, for example to search accounts first, then contacts, then leads. An integration that isn't active shows a warning and never matches.

Test it

Open the rule's preview (the eye icon) and use Run Test with a sample caller number, plus digits if the rule asks for input. The result shows the action that would run and the record it matched, with a link to open it in the CRM. No call is placed.

Send calls to the rule

In a phone menu, set a key's destination type to CRM Routing and pick your rule. See build your main phone menu. To send a phone number straight to a rule, ask CallSprout support.

Routing without a CRM

If you'd like to route calls using your own system instead of a CRM, contact support.

Don't see this option? Contact support and we'll set it up for you.