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Contacts allow Flows Building to recognise callers and use contact data in routing and automation.
This article explains how to add a contact, what information to include, and common reasons contacts are used in flows.
What Are Contacts Used For?
Contacts are commonly used to:
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Route calls differently for known callers
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Apply conditions based on contact fields
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Store and reference caller information consistently
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Improve reporting and automation accuracy
Adding a Contact
To add a contact:
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Open Flows Building
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Go to Contacts
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Select Add (or New Contact)
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Enter the contact details
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Save the contact
At minimum, include the phone number in the correct format so calls can be matched to the contact.
Recommended Contact Fields
Depending on your setup, consider capturing:
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Full name
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Phone number(s)
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Email address
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Organisation or location
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Tags or categories (if used in routing rules)
Keeping contact information up to date helps automation behave predictably.
Common Issues
Calls not matching a contact
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Phone number format may not match
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Contact may not include the correct number
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Multiple contacts may share a number
Contact data conditions not working
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The field may be blank
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The flow may be checking a different field than expected
Related Articles
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Flow Node Functions Explained
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Troubleshooting Flows That Are Not Triggering
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Using Flow Logs for Troubleshooting