Set Up an Incoming Call Flow

An Incoming Call Flow directs incoming calls through a series of steps like menus, schedules, and routing rules. Setting up a Call Flow allows you to create custom routing experiences for callers based on your business needs.

Create an Incoming Call Flow

To set up a new Incoming Call Flow:

1. Go to "Tracking" from the top menu and select "Calls".
2. Choose "Call Flows".
3. Click "+ Add Call Flow" (or "+ Add Incoming Call Flow" if no Call Flows exist yet).
4. Enter a unique name that makes it easy to identify (e.g., Main Office Hours, Sales Team Routing, After Hours Flow).
5. Choose "Incoming Call Flow" as the call flow type to create routing for incoming calls.
6. Select a starting template based on your needs:
   • Blank: Start from scratch with an empty Call Flow. Add steps according to your specific requirements.
   • Basic Dial: Plays a greeting message, then connects callers to a recipient. Prompts caller to leave voicemail if no answer.
   • Simple Menu: Welcomes callers with a greeting message and connects them based on the menu option they select.
   • Scheduled Business Hours: Routes callers to a recipient during business hours. After-hours callers are prompted to leave a voicemail.
   • Copy Existing Call Flow: Copies settings, steps, and configuration from an existing Call Flow into a new one.
7. Click "Next Step" to begin building your Call Flow.
8. Add and configure steps based on your template choice or business needs (such as Menu, Dial, Schedule, Message, etc.).
9. Connect each step by clicking the "+" button and selecting the next action.
10. Click "Save Changes" to save your Call Flow.

Once created, you can assign the Call Flow to tracking numbers to activate it.

Related Topics

• What are Call Flows?
• Configure a Dial Step in a Call Flow
• Configure a Menu Step in a Call Flow
• Configure a Schedule Step in a Call Flow