Who should read this article: Administrators, Supervisors
This article contains a list of common questions with answers that link to articles where the information is documented.
For technical issues, see the Troubleshooting section.
Q: What’s the purpose of a workflow?
A: Workflows help you define how inbound voice and digital interactions should be routed, handled, and responded to. They give you full control over IVR logic, call routing paths, chatbot behavior, and message handling — all without coding. You manage them in Automation > Workflow studio.
See: Workflows and Workflow builder overview
Q: How do I route inbound calls to a queue?
A: If you are new to Voiso and are setting up your contact center for the first time, check out these resources before attempting to create a queue and workflow:
A: If you have already set up the following basic resources in your contact center, you can create a workflow to route to a queue:
- Buy or add numbers
- Add users and create teams
- Create caller ID groups
- Add media
- Create queues to distribute calls
To create a simple workflow to route calls to a queue, watch the long-form (about 7 and a half minutes) tutorial here: How to set up your contact center
Q: How do a route to different queues depending on caller selection?
A: If you are new to Voiso and are setting up your contact center for the first time, check out these resources before attempting to create a queue and workflow:
A: If you have already set up the following basic resources in your contact center, you can create a workflow to route to a queue:
- Buy or add numbers
- Add users and create teams
- Create caller ID groups
- Add media
- Create queues to distribute calls
To create a simple workflow to route calls to different queues based on a DTMF selection, watch this video:
Q: How do I send input data to my CRM or web service?
A: Use Workflow builder to create an Inbound call workflow that automatically identifies the caller and allows them to retrieve information from your web service, such as querying about an order based on an order number, without requiring intervention by an agent.
Make use of the following nodes in Workflow builder to automate simple functions:
- Collect digits: use this node to collect information like account numbers and order numbers from the caller.
- HTTP Request: use this node to send GET and POST requests to your CRM or other web service.
- DTMF: use this node to enable the caller to make routing selections from an audio menu of options by entering single digits on thier phone keypad.
- Play audio: use this node to greet your callers and provide verbal instructions using either text-to-speech or pre-recorded voice messages.
Watch this long-form tutorial video that walks you through a simplified IVR that communicates with a web service and retrieves information for a contact.
Q: When should I use an Inbound call workflow vs. a Digital workflow?
A: Use an Inbound call workflow to handle inbound phone calls — including routing, IVR, voicemail, or collecting DTMF input. Use a Digital workflow to handle messaging conversations like chat, WhatsApp, or other channels. Each type of workflow provides nodes tailored to that channel. Choose a workflow type, then specify which phone numbers are associated with it for Inbound call workflows, or which channels are associated with it for Digital workflows.
See: Inbound call workflows | Digital workflows
Q: Can I use one workflow for all digital channels?
A: Yes. You can use the same Digital workflow for all of your messaging channels (webchat, WhatsApp, Telegram, etc.) — or create different workflows for each channel, depending on your customer experience goals and business processes.
See: Digital workflows
Q: What do I need to set up before assigning a workflow?
A: You’ll need at least one inbound number and a queue to assign in the workflow. For digital channels, you’ll also need to connect your messaging platform.
See: Workflows, Getting started with core features, and How to set up your contact center.
Q: Can I test a workflow before assigning it?
A: Yes. For Inbound call workflows, use your own phone to call the numbers associated with the workflow and test each scenario. For Digital workflows, send messages from the channel, such as WhatsApp, to your organization's channel. For WebChat, Voiso provides a preview tool you can use.
See: Workflow builder overview, Webchat, Message (Webchat).
Q: How do I create a simple IVR or chatbot?
A: Voiso provides step-by-step examples for both Inbound call and Digital workflows. Use the IVR example to route calls based on DTMF input. Use the chatbot example to create a welcome message and automated responses.
See: Creating a simple IVR and Create a simple chatbot
Q: How can I handle requests outside business hours?
A: Use Outside business hours to redirect calls to a separate workflow designed specifically to route interactions when the interaction arrives on a channel outside of the hours that are configured for the main business hours workflow. For example, you can send callers to voicemail or send a message that the office is closed.
See: Workflows
Q: Can I route based on customer input?
A: Yes. You can use the Collect digits node in an Inbound call workflow to get DTMF input or create keyword conditions using the Message node in a Digital workflow to match contact responses to a routing target. These inputs can determine how the workflow continues.
See: Collect digits and Message
Q: How do I route calls based on destination codes or region?
A: Use the Condition node to route calls to different queues or numbers depending on the number or region prefix the caller dialed.
See: Priority routing
Q: Can I route calls or messages to another workflow?
A: Yes. Route to workflow in the Outside business hours section of the Edit workflow page lets you break your workflows into reusable modules and hand off routing between them. This is useful for scaling and organizing complex workflows.
See: Workflows
Q: Can I use Workflow builder for IVRs and routing logic?
A: Yes. Workflow builder supports multi-level IVRs, skill-based routing, business hours logic, HTTP triggers, and DTMF input.
Q: Does Workflow builder support number-based routing?
A: Absolutely. You can assign variables based on user input (e.g., ID code) and use HTTP responses to dynamically route calls. Refer to Dynamic routing to a number.
Q: How do I build a simple IVR to route calls based on keypress?
A: Use Workflow builder to create an Inbound call workflow with a DTMF node that plays a recorded message and listens for caller keypresses. Based on the input, route the call to a queue, a specific agent, voicemail, or another destination. This is ideal for small contact centers that want to handle calls efficiently without needing live agents for every interaction.
See: Creating a simple IVR
Q: When should I use the DTMF node in an Inbound call workflow?
A: The DTMF node is used when you want callers to make a selection using their phone keypad. It’s a core component of an IVR that allows you to automate call routing without manual agent intervention. This helps reduce wait times and ensures calls are directed to the most appropriate destination.
See: Collect digits
Q: What are Digital workflows and how do they help with routing?
A: Digital workflows are used to automate the handling of inbound messages from channels like WhatsApp, Telegram, and Webchat. You can route contacts to agents, apply business hour rules, or retrieve data from external systems using visual nodes. Digital workflows ensure messages are processed quickly and routed intelligently without needing immediate human review.
See: Digital workflows
Q: Can I control how digital interactions are routed based on time of day?
A: Yes. Use the Business hour rule node in a Digital workflow to determine whether the interaction occurred during working hours. You can then route the message to an agent or queue, or send an automated message explaining when support is available. This helps manage user expectations and ensures efficient staffing.
See: Business hour rules
Q: How can I build a chatbot to handle messages automatically?
A: Use Workflow builder for digital interactions to create a chatbot workflow. Combine nodes like "Send message," "Conditions," and "External request" to greet users, understand their needs, and guide them or hand off to a live agent if needed. This improves efficiency and provides immediate responses to common questions.
See: Create a simple chatbot and Build your own chatbot
Q: How can I route inbound calls to different agents or workflows?
A: Use Workflows and Workflow builder to design call routing logic. You can route based on:
- Business hours
- Caller’s number prefix (destination code)
- DTMF input (e.g., press 1 for Sales)
- HTTP request results
- Agent availability
Each workflow begins with a Start node, and you can build routing logic using Conditions, Variables, and nodes, including route to an agent, queue, or voicemail.
See: Workflows and Workflow builder overview.
Q: Can I use a chatbot to route incoming webchat messages?
A: Yes. You can build and deploy custom chatbots in Voiso using simple or advanced logic. A chatbot can collect information, ask clarifying questions, and then route the conversation to a live agent or another Digital workflow.
See: Blog: Build your own chatbot
Q: How do I send an IVR caller to voicemail if no agents are available?
A: In your workflow, use the Route node to route calls to a queue. In the queue, set up a failover destination to go to voicemail. You can record a custom greeting and receive voicemail audio files via email or download.
See: Route node and Queues.
Q: Can I use HTTP requests in call or chat workflows?
A: Yes. Voiso supports GET and POST HTTP requests directly in both Inbound call and Digital workflows. This enables you to fetch data, validate inputs, or determine routing dynamically based on external systems.
See: HTTP Request
Q: Can I forward calls to an external number?
A: Yes. You can use the Route node in your workflow to forward calls to any external phone number (PSTN or Variable value), or use the Route node to route calls to a queue. In the queue, set up a failover destination to go to an external number. This is useful for backup routing, after-hours support, or third-party services.
See: Route node and Queues.
Still have questions? Contact support or explore our other FAQ topics.