Best practices for Using CallRail with

Crystal Field Updated by Crystal Field

CallRail's features and Call Flows make it simple to set up your account to forward your calls to There are several options you can use in your Call Flow, depending on what you need.

The following will cover what these steps do, and outline the best routes and tips on using them with

  • What are Call Flows
  • Using a Menu
  • Using a Scheduling
  • Other CallRail steps and what they do
  • Assigning your Call Flow to a tracking number

What are Call Flows

CallRail allows you to create unique, fully customizable call flows for each tracking phone number, providing a whole new layer of information to your call analytics experience.

To access Call Flows:

  1. Go to your CallRail Dashboard.
  2. Click on Tracking at the top of the page.
  3. Click on Call Flows from the menu items on the left.

Here, you'll see your existing Call Flows and be able to create a new call flow. When creating a new call flow, you can choose from a template or you can build one of your own. from a blank slate

Using a Phone Tree Menu

The Menu step creates an automated phone tree, allowing the caller to select a number on their dial pad to reach a particular destination.

If you would like to send your calls to multiple destinations, you can use a Phon Tree Menu. One example (shown below) would be to "Press 1 for sales, press 2 for support."

If you are using the Menu step and are forwarding one of the lines to, we highly recommend using the Dial step next to direct dial to your number, and setting the ring limit to 60 seconds to ensure we have enough time to answer your calls.

The Dial step is used to directly dial a singular number when a call reaches that step of the call flow.

If you have the Prevent voicemails and automated systems box checked, it will play an automated message when the call is answered, asking us to press 1 to accept the call.

We do not recommend using this option for the line you are forwarding to, as it tends to delay calls from being answered. If you need to use this feature, please notify our team so we can note it in your instructions to press 1 to accept your calls.

Using a Schedule

The Schedule step allows for time-of-day call routing.

We recommend using the Schedule option if you'd like to answer calls in-house during business hours and send your after-hours calls to You can create a schedule to route calls to internal agents or departments based on your company hours, then send your after-hours calls to

Additional Call Flow Options

The Simulcall step allows you to call blast several phone numbers at once. This option is not recommended for forwarding to your virtual receptionists.

The Round Robin step sequentially forwards calls to the numbers you put in, rotating evenly between them. This means a call could go to one number, and then the next call is routed to the other. We do not recommend using Round Robin to forward calls to, as we can’t guarantee that all of your forwarded calls would reach us.

Repeat callers are automatically sent to the number that first took their call.

Geo Routing sends calls to designated steps, depending on the area code of the number calling in. Geo Routing automatically routes callers to the business location closest to them.

(Note: Geo Routing is an "advanced call routing step" in CallRail and incurs an additional cost. See CallRail's pricing page for details.)

You can use the Prompt option as well, which will ask the caller to dial their area code, and you can route the call depending on the option chosen.

The Responsive Routing step can send calls to certain steps depending on the criteria you set. You can use it for first-time callers, or use your tracking numbers, keywords, and campaigns as well. Responsive Routing lets you route callers based on specific conditions without using different tracking numbers.

(Note: Responsive Routing is an "advanced call routing step" in CallRail and incurs an additional cost. See CallRail's pricing page for details.)

We recommend using the Dial step next for any call forwarding if you choose to have a Schedule, Geo Routing, or Responsive routing step in your Call Flow.

Assigning Your Call Flow to a Tracking Number

Once your call flow has been built, it needs to be assigned to a tracking number(s) for your calls to be routed to that Call Flow. All calls placed directly to the destination number(s) associated with your tracking numbers will follow the behavior of the local phone carrier for the destination number.

  1. Click the Settings icon on the left navigation bar.
  2. Choose the company where you'd like to assign a call flow to a tracking number.
  3. Choose the call flow you’d like to assign to a tracking number in the Forward Calls To column. 

Not Using Call Flows?

If you are not using Call Flows for your call routing, you can forward your calls directly from your tracking numbers under the Tracking tab. Instructions to do so are located here.

You will want to make sure you have all of your settings properly set up to optimize your call forwarding. Having Caller ID enabled allows us to screen your calls, so you are not charged for sales or spam calls.

Questions? Contact us!

If you're already a client and need help, please email us at or call us at (650) 727-6484 for assistance.

If you're not yet a client, please schedule a free consultation to get started with our virtual receptionist services or email us at We'll help you select the best plan to match your business’s growth goals and budget.

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