How does a Contact based Call flow work?
A Contact-based Call Flow lets you create a custom call experience for specific phone numbers already saved as contacts in your MyOperator account—typically used for repeat customers, VIP clients, or internal staff.
📋 When should I use a Contact-based Call Flow?
Use this feature if you want certain callers to:
- Skip the IVR menu entirely.
- Be routed directly to a specific agent or department.
- Bypass greetings or wait times.
Example: You want VIP customers to go straight to your Sales Head without hearing the default menu.
🔧 How to set it up
- Go to Dashboard > Call > Design Call Flow > Call Flow Design.
- Select “Contact-based IVR” when prompted for flow type.
- Define call steps:
- Direct routing to an agent or group
- Message skipping or silent ring
- Custom prompts
- Click Save.
- Assign the call flow to one or more saved contacts under the Contacts section.
✅ Note: Only contacts already saved in your account can be assigned a contact-based flow. Learn how to add contacts.
🧪 How can I confirm it’s working?
Make a test call from the saved contact’s number. It should:
- Skip the standard IVR.
- Follow your custom flow as configured.
- Route directly to the assigned endpoint.
⚠️ Limitations and things to keep in mind
- If a contact’s phone number changes, you’ll need to update it manually.
- This flow only applies to saved contact numbers.
- Multiple contacts can use the same contact-based flow.
🖼️ Example setup screen
📎 Related FAQs
Related Articles
How does a Contact based Call flow work?
You can set a separate Call flow for the people whom you have added as contacts on your MyOperator panel. They can be your added customers who do not require any introductory knowledge like for other callers. The option to set contact based IVR is ...Can a customer who is calling on the IVR transfer a call?
Short answer: No. Callers navigating the IVR (Interactive Voice Response) cannot transfer a call themselves. Transfers can only be performed by your organization’s agents after they answer the call. What does the IVR do (and not do)? The IVR is a ...How does a Location based Call flow work?
❓ How does a Location-Based Callflow work? A Location-Based Callflow automatically routes incoming calls to agents based on the caller’s geographic location — typically their state or region. This is useful for companies with distributed support ...What is Call flow Setup?
Short answer: Call flow setup is how you design the path an incoming call takes—greetings, menus (IVR), routing to departments/queues/users, business-hours logic, and fallbacks. A well‑structured flow helps callers reach the right person quickly and ...How does a Location based Call flow work?
A Location based Callflow connects a caller from a particular region/ state to an agent who belongs to that state/ region. It detects the location of a caller on the basis of the first 4 digits of the customer’s mobile number. It is available, under ...