Create Lead
The Create Lead element creates a new lead record at any point in your IVR flow. This is useful because inbound calls are not always automatically matched to an existing lead — for example, if a caller withholds their number, or if no matching record exists in the system. While most configurations include a last-ditch lead creation when a call ends, this element lets you create the lead earlier in the flow, so it is available to agents and for reporting from the moment the call is handled.
Connections
| Connection | Description |
|---|---|
| I – Input | The entry point for this element. Connect from the preceding element in your IVR flow. |
| O – Output | The path taken when a lead has been successfully created or matched. |
| T – Timeout | The path taken if the element times out before completing. |
| N – No Match | The path taken when no lead could be created or matched. |
| E – Error | The path taken if the element encounters an error during lead creation. |
Settings
| Field | Description |
|---|---|
| Name | Give the element a clear name so it is easy to identify within your IVR flow. |
| Description | Optional. Add a note to explain the element's purpose — useful in more complex flows. |
| Agent Can See This | When enabled, agents can transfer a live caller directly to this element via the IVR Transfer option. |
| Supervisor Can See This | When enabled, the element is visible in the IVR Transfer list for users with a Supervisor role. It remains hidden from all other users. |
| Result Code | Assign a result code to this element. This result code is applied if the caller disconnects while in the element. |
| Create New Even If Matched | When enabled, the element always creates a new lead regardless of whether the call has already been matched to an existing one. |
| Create If Anonymous | When enabled, a lead will be created even if the caller's number is withheld or anonymous. |
| Phone Number | Sets the source of the phone number used to create the lead. Select Phone Number to use the number the call came in on, or select Other Property to use a value captured earlier in the IVR — such as digits entered by the caller. If using Other Property, enter the element name followed by .digits in the Property field — for example, capturenumber.digits. |
| Add Number to Lead If Different | When enabled, if the phone number being used to create the lead is different from any numbers already on the matched lead record, it will be added to that record. |
| List Source | Determines which list the created lead is assigned to. The available options are:
|
Example
In the example above, a caller rings in with a withheld number. A Capture Digits element prompts them to enter their phone number, with Digits Validation set to Phone Number – UK. The Create Lead element then uses that captured value — set as capture_number.digits in the Phone Number field — to create a lead record from the number the caller provided.