Call Flow
Call Capping: stop sending calls to a buyer once their cap is reached
Set a cap on answered calls for each destination. When a buyer or branch reaches it, calls move to the next destination in the flow, and a workflow can warn you before it happens.
14-day free trial · No credit card · Billed per answered call
IncomingTracking number
Roofing leads · (512) 555-0140
(512) 555-0104
Ring in order
Buyer A(512) 555-0161
14of 20 callsTaking calls
Buyer B(737) 555-0122
24of 40 callsTaking calls
Calls since 1 NovActivity > Calls
- (512) 555-0104Buyer AAnswered, counted: 14 of 20.
- (210) 555-0133Buyer AAnswered, counted: 13 of 20.
- (512) 555-0156Buyer ANot answered, so not counted.
- (737) 555-0181Buyer AAnswered, counted: 12 of 20.
- (512) 555-0117Buyer AAnswered, counted: 11 of 20.
- Workflows on Call ends
- Approaching cap · 80%
- Limit reached
What is call capping?
Call capping sets the most answered calls a destination can receive, counted from a start date you choose. Once a buyer, client or branch reaches its cap, Nimbata sends its calls to the next destination in the call flow, so nobody gets more calls than they agreed to.
It's built for pay-per-call deals and for teams that can only take so many calls.
How does call capping work?
Set the cap on a destination, route as usual, and calls move on when it's full.
Set the cap
On the destination, enter the most calls it should get and the date counting starts.
1Cap
Calls move on at the cap
Once Buyer A reaches 50 answered calls, the next calls go straight to Buyer B.
3Overflow
Deliver exactly the calls that were agreed
Caps that count real calls, and route around a full buyer.
Deliver what was bought
Give each buyer or client exactly the number of calls in their deal, and not one more.
Overflow to the next buyer
A capped destination is skipped, and its calls ring the next one in the flow, so no lead is wasted.
Only real calls count
Only answered calls count toward a cap, and a caller who calls back is counted once per destination.
Know before you hit it
Use Approaching cap as a workflow condition to alert your team or the buyer before the cap is reached.
Start a new period anytime
Change the start date or empty the counter to start a new month, campaign or deal.
See it in reports
Calls turned away at a full cap show the hangup cause Capped, so you can see the demand you didn't serve.
One month, three buyers, every cap respected
Calls filled each buyer's cap in turn, and the rest moved on.
November's calls, by buyer
Capping at every step of the call
The count is checked before the phone rings.
- Before it rings
The cap is checked
A destination at its cap is skipped.
- As it rings
The next destination takes it
The call rings whoever still has room, with caller ID masking if you sell the lead.
- After the call
The count goes up
A workflow can warn you as a cap gets close, and capped calls show in your reports.
Counting by hand vs call capping
A spreadsheet tells you a buyer is over their cap. Call capping stops it happening.
| Counting by hand | Call capping | |
|---|---|---|
| When a buyer is full | You notice later | Calls move to the next destination |
| What counts | Whatever you log | Answered calls from new callers |
| Warnings | None | A workflow before the cap |
| Missed demand | Invisible | Capped calls in your reports |
Who uses call capping?
Pay-per-call
Sell each buyer the calls they paid for, then move on.
Agencies
Keep each client within the volume they agreed to.
Lead generators
Spread calls across buyers as their caps fill.
Busy teams
Stop a branch getting more calls than it can take.
Frequently asked questions
What is call capping?
Call capping lets you set a maximum number of answered calls for each destination, counted from a start date you choose. Once the cap is reached, calls go to the next destination in the call flow, or are turned away if none is left, helping you control call volume, protect your budget, and prevent your team from becoming overwhelmed.
Is call capping easy to configure?
Yes. Set the maximum number of calls and the date counting starts on the destination, and the cap applies wherever that destination is used in a call flow.
Why is it important for businesses to use call capping?
Call capping helps businesses stay in control of their inbound call volume, preventing overwhelming spikes that teams can’t handle. It ensures budgets aren’t wasted on calls you don’t have the capacity to manage, keeps customer experiences consistent, and protects campaigns from generating more inquiries than your team can effectively support.
What counts toward a cap?
Answered calls only, counted from the start date you set. A caller who calls again is counted once for each destination.
What happens when every destination is capped?
The call is turned away, and it shows in your reports with the hangup cause Capped, so you can see the demand you didn't serve.
Can I get a warning before a cap is reached?
Yes. Use Approaching cap as a workflow condition to alert your team or the buyer by email or Slack.
How do I start a new cap?
Empty the destination's counter, or set a new start date, whenever a new month, campaign or deal begins.
Which plans include call capping?
Call capping is included on the Marketing and Agency plans.
Still unsure? Talk to a human
Everything you need for call tracking.
Set a cap on every buyer and deliver exactly the calls that were agreed.
- 14-day free trial, no credit card
- Billed per answered call
- 24/7 expert support
- No long-term contracts