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    Help Center Communication

    Setting up a Basic Dial Call Flow


    New Dashboard
    Legacy Dashboard

    1Log into the WhatConverts Profile you want to set up the Call Flow in. Click "Tracking" in the top menu. Select "Phone Calls" and click "Call Flows".

    Where to find Call Flows in a WhatConverts Profile

    Click "Add Call Flow".

    2Give the Call Flow a Name. Select "Incoming Call Flow", then "Basic Dial".

    Click "Next Step"

    Basic Dial Call Flow

    1. Edit the Call Recording step to set a Call Greeting and "Enable" or "Disable" Call Recording.
        Note: Please be aware that call recording laws are applied at state, federal and county level, please refer to the laws and regulations of your jurisdiction. You may need to apply a message that states the call is being recorded.
    2. Edit the Message step. You can choose to Say Message and enter the greeting you would like played to the caller or Play Message to upload an MP3 message that plays to the caller before they are connected to your destination.
    3. Edit the Dial Step. Give your module a Name that identifies the step, select how the calls will be connected by choosing one of the following:
      • Direct Call
      • Multi-Ring (to call multiple phone numbers at the same time)
      • Round Robin (to call numbers in a sequence).

      Enter the "Destination Number" of your step. Choose the number of seconds the Dial step will ring before moving onto the next step, which Caller ID that the recipient will be shown, a Call Whisper option and if you have a Post Call Flow. Click "Save Changes".

    4. Edit the Voicemail step for unanswered calls. Give your module a Name that identifies the step, choose whether you would like the prompt to "Say Message" or "Play Recording". Choose if you would like for your voicemail to play a Beep and select the maximum length of the voicemail message. Click "Save Changes".

    When you have made all of the edits to your Call Flow, click "Finish".

    3Apply your Call Flow to your tracking number(s). Select "Tracking" in the top menu, "Phone Calls" and "Phone Numbers". Click the "Edit Icon" at the end of the row to edit your tracking number(s).

    Edit a phone number button

    Under Where should we forward incoming calls?, select "Call Flow" and choose your new Call Flow from the drop down menu.

    Click "Finish".

    If you have any questions, please contact us here: Contact WhatConverts Support or email [email protected]

    WhatConverts now allows you to set up a call flow to grab more data from your incoming phone calls.

    A Call Flow can help you manage how calls are routed for business hours, location of the caller, intentions of the caller (sales or support for example) and more. This document will show you the steps to setting up a Basic Dial Call Flow that will play a message for a caller, forward a call to a destination number and record a voice message if the call goes unanswered.

    How to Set up a Basic Dial Call Flow

    1Log in to your WhatConverts Dashboard. Under Profile, select "Tracking", "Phone Calls". When the Phone Calls drop down opens, select "Call Flows".

    Call Flows Selection for Call Routing

    2At the top of the page, select "+ Add Incoming Call Flow" at the top of the page.

    Incoming Call Flow for Call Routing

    3Select "Basic Dial" for a simple call flow that plays a greeting message to your caller and connects them to a recipient.

    Simple Call Flow Example

    1. Toggle the Call Recording step "On" or "Off".Note:
        Please be aware that call recording laws are applied at state, federal and country level, please refer to the laws and regulations of your jurisdiction. You may need to apply a message that states the call is being recorded.
    2. Edit the Message step by clicking the "Edit" icon in the top left of the module. Enter the greeting you would like played to the caller before they are connected to your destination.
    3. Edit the Dial step. Give your step a "Name", select the "Dial Type", enter a "Destination Number" where you would like your calls to forward to, choose which Caller ID you would like to display at the destination, if you would like a Call Whisper to be played and a Post Call Flow. Click "Update".Simple Dial for Call Flow Routing
    4. Edit the voicemail message by selecting the "Edit" icon in the top left of the Voicemail module.
    5. Scroll to the top of the Call Flow, enter a "Name" for your new Call Flow and click "Save Call Flow".

    3Apply your Call Flow to your tracking number by looking under your Profile, select "Tracking", "Phone Calls" and "Phone Numbers". Click the "Gear Icon" at the end of the row to edit your tracking numbers.
    Edit your tracking numbers

    Under Call Routing, select "Call Flow" and choose your new Call Flow from the drop down menu. Click "Update".

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    Whatconverts Features for your Business
    Call Transcription
    Lead Tracking Call Transcription Software

    Read details from your calls without the need to listen to the entire call recording.

    Call Flows - Simultaneous Dialing
    Lead Tracking Call Flows - Multi-Ring (Simultaneous) Dialing

    Route calls to multiple destination numbers at once using multi-ring functionality.

    Call Flows - Scheduled Hours and Holiday Routing
    Lead Tracking Call Flows - Scheduled Hours and Holiday Routing

    Reroute calls that occur outside your active business times.

    Call Flows - Geographic Call Routing
    Lead Tracking Call Flows - Geographic Call Routing

    All incoming calls will be directed to the business location closest to the caller.

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