Call Flows Overview

Call flows are the visual routing plans that decide what happens after someone calls an inbox number: menu choices, hours checks, ring groups, voicemail, forwarding, audio, caller-type checks, and text follow-up.

Before you begin

• Create the inbox and assign a phone number.
• Know the caller journey you want before dragging nodes onto the canvas.
• Prepare audio attachments for menus, greetings, voicemail, or announcements.

Where to find it

Open Phone -> Inboxes, choose an inbox, then open the call-flow builder.

Step-by-step

1. Start from the Incoming Call node.
2. Add nodes such as Phone Menu, Play Audio, Business Hours, Check Caller Type, Ring Users, Voicemail, Forward Call, or Send Message.
3. Connect each branch so every caller has a path.
4. Configure required settings on each node.
5. Save Draft while editing.
6. Publish Flow when the version should become live.

What happens next

• Draft changes do not affect live callers until published.
• The published version is the one used by inbound calls.
• Deprecated queue behavior may appear only for old flows and is not a new node to build around.

Best practices

• Keep the first version simple: hours check, ring users, voicemail.
• Use phone menus only when callers clearly benefit from choosing a route.
• Always connect timeout, unrecognized input, and no-answer paths.

Troubleshooting

• If saving fails, review required node settings shown by the builder.
• If a published flow does not behave as expected, confirm the number is assigned to that inbox.
• If callers get stuck, check unconnected branches.

Related pages

• Phone menu
• Ring users
• Publishing drafts
• Call flow voicemail