Overview
The General Purpose Call Flow in SalesExec defines how inbound phone calls are handled from the moment a caller dials a tracking number until the call is completed. This call flow is designed to support common sales and marketing scenarios, ensuring calls are routed correctly, tracked accurately, and associated with the appropriate lead records.
This configuration is typically used when a flexible, reusable call routing setup is needed across multiple campaigns or sources.
Key Functionality
Route inbound calls to designated destinations
Track call activity and associate calls with leads
Support lead creation or matching based on caller information
Control call behavior without modifying individual phone numbers
Provide a standardized call experience across campaigns
How to Use This Feature
Call Initiation
When a caller dials a SalesExec tracking number assigned to a General Purpose Call Flow, the system captures the incoming call and begins processing it based on the defined call logic.
Call Start
Every inbound call will either match an existing lead, or a new lead is created.
Using the Criteria node, you can configure Execution Hours which can be thought of as your hours of operation. Should a call come in after hours, the call follows the False leg of the call. From here you can use a Play/Say node to announce your team is not available and to end the call. At this point, the lead is created and using Pull Distribution, your team can follow up with the lead the next day.
Is Call Back
Assuming the call is coming through during normal office hours, the first node used is the Is Call Back. This node serves two purposes:
If an outbound call was placed to a lead, on a lead's callback, we will check for the last user who called that lead, and that call is routed to that user.
If there is no initial outbound call, but the lead is assigned directly to a user, the inbound call will be directed to that user (assuming they are configured to accept inbound calls).
Should the user not be available, the call routes to the Agent Not Available node where you can configure a Queue.
Should there is no initial outbound call made first (for the callback), and the lead is not assigned to any users, the call routes to Is Call Back > No leg of the call flow. In most cases, you will want a Queue configured to route the call to available users.
Best Practices
Use General Purpose Call Flows for consistent routing across multiple campaigns.
Confirm routing destinations are monitored and staffed appropriately.
Align call flows with lead ownership and assignment rules.
Review call logs regularly to validate routing accuracy.
Avoid frequent changes during active campaigns unless necessary.
Troubleshooting
If calls are not routing correctly, verify the assigned call flow and destination settings.
If leads are not being created or matched, confirm phone number normalization settings.
If call logs are missing, ensure call tracking features are enabled.
Review recent configuration changes that may affect routing behavior.