Assign User Action: Now Assign to IVR Responder

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IVR Connect Call now introduces new variables: ‘Answered By User ID’, ‘Answered By Device’, and ‘Answered By Phone Number’. You can utilise ‘Answered By User ID’ within the Assign User action to automatically assign the contact to the individual who answered the call.

When a call reaches your IVR and is routed through Connect Call, the system records who answered it. In a workflow, you can reference Answered By User ID from that Connect Call step and pass it into Assign User to dynamically set ownership.

  • Add an Assign User action after your IVR → Connect Call step.
  • In the Users field, switch to Dynamic and select Connect Call → Answered By User ID.
  • Save and publish the workflow.

Previously, contact ownership had to be set manually or assigned to a fixed user. Now, ownership automatically reflects the person who actually spoke to the lead—ensuring that follow-ups, tasks, and reporting remain accurate.

For instance, 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.

  • Works for both single or multiple users configured in Connect Call.
  • Assignment occurs only if the call is successfully answered.
  • The first connected user is designated as the owner.
  • Assign User will not function if the Connect Call routes to a Custom Phone Number (which lacks an associated user ID).
  • To enable dynamic assignment, you must use Answered By User ID (not device or phone number).
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