Call Flows
Build visual call routing flows with a drag-and-drop editor.
Call Flows provide a visual, drag-and-drop editor for designing complex call routing logic. Instead of configuring routing rules across multiple pages, you can build an entire call path in a single canvas.
Overview
The Call Flows page lists all saved flows with their name, status, and last modified date. Each flow can be activated or deactivated independently.
Creating a Call Flow
Navigate to PBX → Call Flows
From the main navigation, click PBX and select Call Flows.
Click Create Flow
Click the Create Flow button. Enter a name for the flow and click Create.
Build the flow on the canvas
The visual editor opens with a canvas where you can drag and connect nodes. Each node represents a routing action:
Node Type Description Start Entry point — where the call enters the flow IVR Menu Play a prompt and route based on keypress Queue Send the call to a call queue Extension Ring a specific extension directly Voicemail Send to voicemail Time Check Branch based on business hours Announcement Play an audio message and continue Hangup End the call Transfer Transfer to an external number Webhook Call a webhook URL for dynamic routing Connect the nodes
Drag from one node's output port to another node's input port to create a connection. Each node can have multiple outputs (e.g., an IVR menu has one output per digit option).
Save and activate
Click Save to save the flow. Toggle the Active switch to enable it. Assign the flow to a DID number in Numbers to start receiving calls through it.
Canvas Controls
- Zoom — Use the scroll wheel or the +/- controls to zoom in and out
- Pan — Click and drag on the canvas background to pan
- Select — Click a node to select it and view its properties in the side panel
- Delete — Select a node and press Delete, or use the trash icon
- Undo/Redo — Use Ctrl+Z / Ctrl+Y (Cmd on Mac)
Node Configuration
Click any node to open its configuration panel on the right side. Each node type has different settings:
IVR Menu Node
- Audio File — Select or upload the voice prompt
- Timeout — How long to wait for input (seconds)
- Max Retries — Number of times to replay the prompt on invalid input
- Digit Mapping — Map digits 0-9, *, # to output connections
Queue Node
- Queue — Select which call queue to send calls to
- Fallback — What happens if no agents are available (voicemail, overflow queue, etc.)
Time Check Node
- Schedule — Select a business hours schedule
- Open Branch — Where to route during business hours
- Closed Branch — Where to route outside business hours
Start simple. Build a basic flow with Start → IVR → Queue, test it, then add complexity. Complex flows can be hard to debug if built all at once.
Testing a Flow
After saving and activating a flow:
- Assign it to a DID number
- Call that number from an external phone
- Verify the routing works as expected
- Check the Call Logs for the test call to confirm the path taken
Changes to an active flow take effect immediately. If agents are on calls, their current calls are not affected, but new incoming calls will use the updated flow.