Voice flows

Updated on 09 Sep 2025
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Who should read this article: Administrators, Supervisors

Create inbound call flows using an intuitive visual call flow editor that lets you place and configure call flow nodes and link them together according to your business processes.

Introduction

The Flow Builder for Voice interactions enables you to create complex call flows incorporating IVRs, audio recordings, voicemail, routing to agents and queues, conditional routing, backend data retrieval, and text messaging using SMS or WhatsApp.

Flow Builder Overview

Refer to the following articles for suggestion on getting started using the Flow Builder for inbound voice call flows:

Important

Business hours in a flow use the contact center’s time zone as specified in System Settings. This may differ from the time zone set for individual users in their profile. When configuring business hours, be sure to account for any difference between the contact center time zone and your agents’ time zones.

You can use the Conditions node in Flow Builder to test the start-time, dnis, or ani of a call and route it to different queues, agents, or other targets (such as voicemail) based on the time zone of the contact or agent.

Nodes

The following nodes are available in the voice call Flow Builder:

Icon	Node	Description
	Start	The first node of every flow. When a call reaches the flow according to the business rules, such as day and time, the flow starts here. A flow may have only one Start node.
	Play Audio	Play a selected audio file based on the call flow rules.
	DTMF	Caller data input options for inbound calls.
	Collect digits	Play an audio message to a contact and collect and store keypad input.
	Send Message	Send an SMS or WhatsApp message to the contact.
	HTTP Request	Seamlessly integrate call flows with web services, such as CRMs, help desks, e-commerce software, and websites.
	Conditions	Decide where interactions are routed based on information collected during the flow.
	Voicemail	Direct the call to Voicemail with an option to send the voicemail recording to an email address.
	Route	Direct the call to a Queue, Agent, PSTN, or a variable.
	End	The last node of the flow if a call was not routed to any other node. Hangs up the call. Flow may contain multiple End nodes.