Can Voksha tell the difference between a current client calling and a brand-new prospect?

For Accounting Firms

Yes, through a combination of caller ID matching against known client numbers (when connected to your CRM or practice management platform) and by asking directly early in the call whether the person is an existing client or calling for the first time. This distinction changes how the rest of the call is handled. A current client calling with a document question, a deadline reminder request, or wanting to reach their specific preparer gets routed differently than a new caller, often flagged for a direct callback from their assigned preparer rather than being funneled through the new-client qualifying script about entity type and revenue. A first-time caller gets the full intake flow: qualifying questions about their business and tax situation, service explanation, and either a booked consultation or a redirect depending on fit. This separation matters most during tax season, when the volume of both categories spikes simultaneously, existing clients calling about their own returns and prospects calling because their previous accountant is unresponsive during the same rush. Firms using Karbon, Financial Cents, or Practice Ignition to sync client records benefit from tighter matching, since Voksha can reference whether a caller is already an active engagement rather than relying solely on what the caller states. For firms without that integration active, Voksha still asks directly, which is reliable for the vast majority of calls, existing clients almost always identify themselves as such immediately since they are calling about a specific, ongoing relationship rather than shopping for a new firm.