How does a Location based Call flow work?

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 teams who want local-language agents or regional expertise.

📍 How does location detection work?

The system determines the caller’s location using the first 4 digits of their mobile number (also known as the mobile series or MSISDN prefix). This prefix is mapped to a specific region or telecom circle.

📌 Note: This method is not 100% accurate in cases of mobile number portability.

🛠️ When to use a Location-Based Callflow

  • You have region-specific agents or teams.
  • You want to offer multilingual or local support.
  • You want to auto-distribute leads to regional branches.

🧭 How to set up a Location-Based Callflow

  1. Go to your Dashboard and open the Callflows section.
  2. Click “Add New Callflow.”
  3. Choose the “Location-Based” Callflow type.
  4. Define region rules:
    • Assign states or telecom regions based on mobile number prefixes.
    • Add fallback rules for unmatched numbers.
  5. Map each region to one or more agents or teams.
  6. Click Save & Activate.
✅ You’ll see a success message when the callflow is live.

⚠️ Limitations & Tips

  • Location detection only works for Indian mobile numbers.
  • Calls from ported numbers or VoIP may not resolve correctly.
  • Always define a fallback route for unknown regions.
  • Test each region using a known mobile prefix before going live.

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