Assign Contacts to the User Who Answered an IVR Call
SMBcrm workflows can now use IVR Connect Call data to automatically assign contact ownership to the person who answered the call.
This update adds these variables:
- Answered By User ID
- Answered By Device
- Answered By Phone Number
These values are also available in the custom variable picker, so you can use them in other automation workflows such as notes, SMS, and email actions.
How it works
When a call reaches your IVR and is routed through Connect Call, SMBcrm captures who answered the call. In a workflow, you can reference that data dynamically.
The most common use is passing Answered By User ID into the Assign User action so the contact is assigned to the user who actually spoke with the lead.
How to use it
- Add an Assign User action after your IVR → Connect Call step.
- In the Users field, switch to Dynamic.
- Select Connect Call → Answered By User ID.
- Save and publish the workflow.
Why it matters
Previously, contact ownership had to be set manually or assigned to a fixed user. With this change, ownership can automatically follow the person who answered the call.
That helps keep follow-ups, tasks, and reporting more accurate.
Example
A lead calls your IVR and the call is routed through Connect Call. John answers the phone. The workflow uses Answered By User ID from the Connect Call step, and the contact is automatically assigned to John.
Notes
- Works for both single-user and multi-user Connect Call setups.
- Assignment happens only if the call is successfully answered.
- The first connected user is used as the owner.
- Assign User does not work if Connect Call routes to a custom phone number because there is no associated user ID.
- For dynamic assignment, use Answered By User ID, not device or phone number.
Need Help Applying This Update?
If you’d like help rolling this out in SMBcrm, visit Support or request a demo.