Call flows

Decide what happens on every call, before it rings

Ring agents, hand to an AI agent, branch on a condition, run an IVR menu, check business hours, take voicemail — as one flow you can read.

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Convarza AI call flow editor showing ordered steps and the channels using the flow

The vocabulary

Seven steps is the whole language

A call flow is not a programming environment. It is a short list of things that can happen to a call, arranged in the order they should happen.

Ring agents

Put it through to people, by the rule you set.

AI call bot

Hand the call to a voice agent, mid-flow.

Call flow

Nest another flow — build once, reuse everywhere.

IVR menu

The classic press-1 tree, when it genuinely helps.

Business hours

Branch on whether you are open, from the channel's hours.

Voicemail

Take a message and put it on the contact timeline.

Hang up

End it cleanly rather than leaving a call ringing into nothing.

Condition

If / Else if branches, each with its own chain of steps.

The Convarza AI call flow editor showing ordered steps and the list of channels using the flow

Reuse without fear

Every flow tells you what depends on it

Flows are meant to be shared — a single "after hours" flow behind six numbers is the point. That only works if deleting one cannot silently break five lines, so every flow shows a Used by list of the channels, campaigns and other flows pointing at it.

A referenced flow is not silently deletable.
Publish and unpublish, so a half-built flow never answers a real call.
Timezone and variables sit on the canvas, not buried three panes deep.

How AI agents fit in

Questions

Call flow FAQ

What steps can a call flow contain?

Ring agents · AI call bot · another call flow · IVR menu · Business hours · Voicemail · Hang up. A condition block fans out into labelled branches, and each branch holds its own chain of steps.

What starts a flow?

A trigger: an incoming call, or the autodialer on an outgoing campaign. Everything after that is the flow you built.

Can a flow call another flow?

Yes, and a flow can contain an AI call bot, and that bot can hand back to a flow. The graph is deliberately cyclic — which is exactly why every flow carries a Used by list and a referenced flow cannot be quietly deleted.

Where do business hours come from?

The channel. Restricted call timings live on the line, with a per-day editor, Copy Mon→Fri, one timezone and date exceptions. A flow can check them; a campaign inherits them and can override for itself only.

What happens on a channel with incoming turned off?

It shows no routing at all — it reads "Outgoing only", and its row in the list says so. A flag that is stored but not consumed is a bug, so direction actually changes what you see.