Call flows
Call Flows Overview
A call flow is the answering plan for an inbox. It determines what callers hear, who rings, and what happens next based on choices such as the inbox’s hours or a number pressed in a phone menu.
Waveline gives each inbox starter routing, so you do not need to build a flow from scratch. Customize it when your team needs a different caller experience.
Explore and customize your call flow
Open the inbox flow
Choose an inbox, then select the preview under Call flow to open the builder.
Understand what the flow belongs to
Each personal or shared inbox has its own call flow. Numbers assigned to the same inbox share that inbox’s routing.
Calls can also enter an inbox through internal calling, forwarding, or transfers. An inbox does not need its own phone number to receive calls through those routes.
Some steps still need an assigned number. Review Forward Call before forwarding internal callers outside Waveline, and Send Message before adding an automated text.
See Inbox Overview for how inboxes, numbers, and teammates fit together.
Start with the routing already provided
Waveline’s starter flow:
- Checks the inbox’s hours.
- Uses the inbox’s Default Ring Order during hours.
- Sends unanswered calls to voicemail.
- Sends after-hours calls to voicemail.
The voicemail step uses the inbox’s default greeting.
New inboxes begin as Always Open, so the During Hours route is used until you configure a schedule with closed periods.
You may only need to update your inbox settings
If the starter routing suits your team, configure Inbox Hours, the Default Ring Order, and the Default Voicemail Recording. You do not need to rebuild the call flow just to use those settings.
Where to find it
Open Inboxes in the web app and select the inbox you want to configure. Under Call flow, select the preview to open the builder. If the inbox has no flow yet, select Set up call flow.
Inbox Members can inspect the flow. Editing, saving, and publishing require the inbox's Manager role or an organization role that lets you manage that inbox. Viewer access does not include the call-flow builder. See Inbox Participants for access details, including personal inboxes.
Check the inbox name at the top of the builder before making changes.
Get familiar with the builder
- Canvas: Shows the steps and connections that make up the flow.
- Incoming Call: Shows where the caller’s route begins.
- Flow widgets: Lists the steps you can drag onto the canvas.
- Widget settings: Opens when you select a step, letting you configure its behavior.
- Save draft and Publish flow: Let you save work for later or make the current flow live.
Use Back to widgets to return from a step’s settings to the list of available steps.
Read the connections, not just the layout
A connection tells Waveline which step comes next. Moving a step closer to another step does not connect them or change their order.
Some steps have one next connection. Others have labeled choices, such as During Hours, After Hours, or No Answer. The call follows the connection that matches what happens.
For example, Ring Users tries the configured answering order. If nobody answers, the call follows its No Answer connection.
Give callers a complete route
Connect the outputs callers may follow to an appropriate next step. Missing connections can end calls or trigger a step’s fallback behavior. The individual step guides explain what happens in each case.
Choose the step you need
| What you want callers to do | Guide |
|---|---|
| Hear an announcement before continuing | Play Audio |
| Press a number to choose a destination | Phone Menu |
| Follow different routes while the inbox is open or closed | Inbox Hours Routing |
| Follow different routes for internal and external callers | Check Caller Type |
| Follow different routes for direct, forwarded, or transferred calls | Check Entry Method |
| Ring teammates using the inbox default or custom groups | Ring Users |
| Leave a recorded message | Call Flow Voicemail |
| Continue into another inbox or call an outside number | Forward Call |
| Receive a text when they reach a particular step | Send Message |
You do not need to use every kind of step. Add only what helps callers reach the right outcome.
Generate audio for a step
Play Audio, Phone Menu, and custom Voicemail greetings support Generate with AI in the web builder. Each step starts its script differently, so follow that step’s instructions: Phone Menu, Play Audio, or Call Flow Voicemail.
The clip becomes part of the draft. Save and publish the flow when the audio and routing are ready.
Make a change to your flow
- Open the inbox’s call flow builder and review the existing route.
- Select a step to change its settings, or drag a new step from Flow widgets.
- Connect the steps in the order callers should follow.
- Review any other routes affected by the change.
- Select Save draft to keep your work, or Publish flow when ready.
Changes on the canvas are not saved automatically. A saved draft does not replace the published routing.
For the full review, publishing, and testing process, see Saving and Publishing Call Flows.
Common questions
Does moving a step change the order of the call?
No. Connections determine the route. Moving steps changes the layout so the flow is easier to read.
Can several routes lead to the same step?
Yes. For example, After Hours and No Answer can both lead to the same Voicemail step when callers should hear the same greeting.
Does forwarding to another inbox use its call flow?
Yes. Forward Call can send the caller into another inbox’s published routing. Ringing one of that inbox’s teammates through Ring Users is different and does not enter their personal inbox’s flow.
Why does the builder show changes that callers do not experience?
You may be viewing a saved draft or unsaved edits. Callers use the published routing. See Saving and Publishing Call Flows.
Why can’t I edit the flow?
Check your inbox access. Members can inspect a flow but cannot change it. If you have editing access, wait for loading or saving to finish. If Waveline asks you to reload, follow When the flow changes while you are editing.