Decide what happens on a call before it rings
The seven steps, and how to arrange them into flows you can read out loud — IVR menus, business hours, voicemail, conditions and nesting.
11 tutorials in this section
Tutorials in Call flows
Create your first call flow
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.
ReadThe step vocabulary: everything a call flow can do
Ring agents, AI call bot, nested call flow, IVR menu, business hours, voicemail, hang up — plus conditions. That is the entire language.
ReadRing agents: put the call through to people
The step that reaches humans, the rules that decide which humans, and the one thing you must always put underneath it.
ReadHand a call to an AI voice agent mid-flow
The step that turns an unanswered call into a conversation instead of a voicemail nobody listens to.
ReadBuild an IVR menu
The classic press-1 tree, when it helps. Often an AI agent that asks is better — here is how to tell which you have.
ReadBranch on business hours
The step that belongs at the top of nearly every flow, reading the hours the channel already knows.
ReadTake voicemail onto the contact timeline
A message that lands where somebody will see it — on the contact, beside everything else that ever happened.
ReadAdd condition branches to a flow
If and else-if branches, each with its own chain of steps. First match wins, top to bottom — which is the whole rule.
ReadNest one call flow inside another
Build once, reuse everywhere. The reason a single after-hours flow can sit behind six numbers without being copied six times.
ReadSee what depends on a flow before you edit it
Every flow tells you what depends on it — channels and prompt flows both — which is the only reason sharing a flow between six numbers is safe.
ReadBuild an after-hours flow behind several numbers
A worked example, end to end. The calls you miss between 7pm and 9am have a floor of zero, which makes them the safest place to start with AI.
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