Route by Salesforce Data

Use the Callout and Branch steps together to route calls based on any Salesforce field value — account tier, territory, contract status, or anything else accessible via Apex.

This pattern requires a Salesforce Apex REST class. Work with your Salesforce administrator to create and deploy the class before configuring the call flow.

How it works

1. A caller dials your Smart Number and enters the call flow.
2. The Callout step sends the caller’s phone number (and any other variables you choose) to a Salesforce Apex class.
3. The Apex class queries Salesforce — for example, looking up the caller’s Account and reading its Territory field — and returns a value.
4. The Branch step reads the returned value and routes the call to the appropriate queue or agent.

Example: territory-based routing

Goal: Route inbound support calls to the East or West regional team based on the Salesforce Account Territory field associated with the caller’s phone number.

Step 1 — Create the Apex class

The class should accept the caller’s phone number, look up the matching Account or Contact, read the Territory field, and return it as a string:

@RestResource(urlMapping='/TerritoryRouter/*')
global class TerritoryRouter {
  @HttpPost
  global static Map<String, String> getTerritory(String callerPhone) {
    Map<String, String> response = new Map<String, String>();
    /* Query Contact or Lead by phone, get Account.Territory */
    String territory = /* your query result */;
    response.put('territory', territory);
    return response;
  }
}

Step 2 — Add a Callout step

• Path: TerritoryRouter
• Apex Input: callerPhone = {{call.caller}}
• Saved Output: routingResult

The territory value is now accessible as {{routingResult.territory}}.

Step 3 — Add a Branch step

• Evaluation variable: {{routingResult.territory}}
• Add one branch per territory value (e.g., East, West)
• Add an Any Value branch for accounts with no territory assigned
• Connect each branch to the appropriate Dial step

Other common use cases

Tips

• Test with a static return value first. Before connecting real Salesforce logic, have your Apex class return a hardcoded value (e.g., response.put('territory', 'East')) to verify the Callout → Branch → Dial path works end to end.
• Handle null returns. If the Apex class cannot find a matching record, it should return a predictable value (e.g., unknown) so the Branch step routes the call rather than stalling it.
• Callout latency adds to queue wait time. Keep Apex queries efficient — a slow callout is dead time from the caller’s perspective.