Caller-Type Checks

Check Caller Type nodes route known and unknown callers differently so repeat customers, saved contacts, or internal-style callers can receive a more relevant path.

Before you begin

• Keep contacts current if caller recognition matters.
• Decide what should happen for recognized and unrecognized callers.
• Create fallback routes for callers without a match.

Where to find it

Open the call-flow builder and add a Check Caller Type node.

Step-by-step

1. Add the node after Incoming Call or another routing step.
2. Review the available output branches in the builder.
3. Connect known, unknown, or other caller-type branches to the right next steps.
4. Use Ring Users, Phone Menu, Forward Call, Send Message, or Voicemail after the check.
5. Save the draft.
6. Publish and test with a saved contact and an unsaved number.

What happens next

• The node evaluates caller context available to Waveline at call time.
• Matched contacts can follow a different route than unknown callers.
• Unconnected branches can create dead ends, so every branch should lead somewhere.

Best practices

• Use caller-type checks for VIP routing, customer vs unknown screening, or internal call paths.
• Do not make the unknown route feel punitive; callers may be new customers.
• Keep contacts clean so matching stays useful.

Troubleshooting

• If callers take the wrong branch, check contact phone formatting.
• If saving fails, connect required branches.
• If the route is too complex, replace the check with a simple phone menu.

Related pages

• Contacts overview
• Call flows overview
• Phone menu
• Publishing drafts