---
description: Learn how to identify new &amp; returning customers to route &amp; manage them separately using Workflows.
title: How to Route New and Returning Contacts
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---

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4. How to Route New and Returning Contacts

# How to Route New and Returning Contacts

![Avatar](https://assets2-proxy.respond.io/ph8r57dk1q9w/4GvzCieeTBRY4TRJUbIr4y/b92428e6b049d23f546269180534f7ea/Ryan_Tan_Avatar.svg)

Joshua Lim

· 04 Apr 2025

less than a minute read

> In this article, you’ll discover how to differentiate and manage new and returning Contacts separately.

* Some businesses may want to treat new and returning customers differently to address their unique needs and expectations.
* This can be achieved on respond.io platform by using Workflows.
* When a Contact start a conversation, the platform will automatically identify if the Contact is new or returning and route them separately.

## Benefits of Routing New and Returning Contacts

* Provide personalized customer experience for returning Contacts to help foster loyalty and customer retention.
* Allow businesses to prioritize efforts towards capturing new Contacts’ attention and converting them into loyal patrons.

## Workflow Setup

Click **Workflows** \> Click **\+ Add Workflow** \> Select **Routing: New & Returning Contacts** \> Click **Use Template**

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/3TkgtfC5fwOMzpNSNOupzi/66a26dd5a22e6535384dde5c4b06b7d2/route.png?fm=avif&w=1000) 

Workflow steps and their functions:

1\. **Trigger:** This Workflow starts whenever a conversation is opened by a Contact.

2\. **New or Returning Contact:** This branch step checks if a Contact is new or returning and route them to different branches.

At this point, you can choose to add steps under each branch based on how you want to manage your new and returning Contacts. Here are a few suggestions:

* New Contact branch: consider adding steps to [welcome new contact](https://respond.io/help/automate-conversations/create-automated-welcome-and-away-messages) and [collect contact information](https://respond.io/help/automate-conversations/collect-contacts-emails-and-phone-numbers) for data enrichment.
* Returning Contact branch: consider adding steps to [automate frequently asked questions](https://respond.io/help/automate-conversations/create-automated-chat-menus) or to [identify customer type](https://respond.io/help/automate-conversations/route-vip-contacts) for further contact personalization.

> Once you have completed the setup, publish your Workflow to start routing new and returning Contacts.

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## 

Related articles 👩‍💻

* [How to Qualify Leads and Track Conversions with TikTok Lower Funnel EventsLearn more about qualifying leads and tracking conversions using a Shortcut-triggered Workflow that tags contacts and sends Lower Funnel Events to TikTok for better ad targeting. ](/help/retain-customers/how-to-qualify-leads-and-track-conversions-with-tik-tok-lower-funnel-events)
* [How to improve lead targeting and automatically send purchase events to Meta when a customer makes a paymentLearn how to automatically send purchase data to Meta to eliminate spam leads, improve ad targeting, and boost ROI, all with a ready-to-use Workflow Template. ](/help/retain-customers/how-to-improve-lead-targeting-and-automatically-send-purchase-events-to-meta-when-a-customer-makes-a-payment)
* [How to Send Outbound Support MessagesFollow up on customers’ issues as needed by sending outbound messages. ](/help/retain-customers/send-outbound-messages)
* [How to Send CSAT to Customer and Save Data in Google Sheets or CRMsUse a Workflow Template to automatically send CSAT surveys to customers with closed conversations and save data in Google Sheets, CRMs or other data warehouse. ](/help/retain-customers/send-csat-and-save-data)
* [How to Route VIP ContactsLearn how to identify VIP Customers to route and manage them differently from other Customers using Workflows. ](/help/retain-customers/route-vip-contacts)

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