Case Step

The Case Step serves as an enhancement to the Condition Step, providing users with the capability to direct outcomes to more than two options, all within a single tier. This feature is particularly beneficial in scenarios where multiple pathways need to be established based on specific criteria.

For example, you can use a Query to analyze lead sources and categorize them with the Case Step. Categories may include Web Leads from online forms, In Person Leads from events, and Referrals from existing clients. This approach helps streamline lead management by addressing each type according to its specific traits.

Add the Case Step
To add a Case step to your Call Flow, select the Case step from the Steps list and drag it to your flow.

Case Step Configurations

Name the case

Provide the case a name.
Filter Data Type

Use either step data or call data. Step data usually comes from a CRM query or the Caller Input step. For call data, you can filter by phone number, state, time zone, or record ID.

Pick an Operator

The available operators are:

• Exists
• Does not exist
• Equals
• Does not equal
• Contains
• Is one of

Unlike the Condition Step, the Case Step allows multiple Operators for various conditions at the same level, creating a cleaner Call Flow when needed.