Flow Builder Overview
    • 09 May 2024
    • 3 Minutes to read
    • Dark
    • PDF

    Flow Builder Overview

    • Dark
    • PDF

    Article summary

    Who should read this article: Administrators

    Flow Builder enables the design, configuration, and management of sophisticated interaction flows by linking pre-defined node objects in a simple to use interactive visual editor.


    The Voiso Flow Builder replaces the Voiso Script for managing call handling rules. Scripts have limited capabilities and functionality compared to flows. Flow Builder enables you to define a large variety of advanced, time-based call-handling rules using a sophisticated yet simple visual editor.

    For some simple use cases for creating flows, refer to Call Flows Guide.

    Flow Builder user experience

    Flow Builder is a visual editor that uses different types of nodes that you configure and link together. Drag-and-drop nodes from the Node palette, click to configure the node behavior, drag links to other nodes, and save your flow.

    Flow Builder Overview

    Click a node in the Node palette to add a node of that type to the flow. Drag the node into position.

    Flow Builder Click a Node Masked

    Drag a link from the right side of a node to the left side of another node to indicate the interaction flow from one node to the next. Some nodes have only a single input connection while others allow multiple links. Some nodes have only a single output connection while others allow multiple links.

    Flow Builder Drag Links Masked

    To move a node, left-click it and drag it. To select multiple nodes, left-click and drag a selection box around the nodes and then drag them together.

    Flow Builder Moving Nodes

    To pan the canvas, right-click and drag the canvas. Use the zoom out, zoom in, and center view buttons to change the zoom and positioning of the canvas.

    Flow Builder Adjust The Canvas Masked

    Some nodes support custom and system variables to enable you to customize and automate routing and data retrieval. Refer to Variable management for more information.

    The Start node has no input connection and only a single output connection. The VoicemailRoute, and End nodes have no output connection.


    In the DTMF node, specify an audio message file that describes the key selections available in the DTMF node so that contacts can make a key selection without having to listen to the entire audio message first.

    The Flow Builder and Node palette include the following nodes:

    Flow Builder Start NodeStartThe 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.
    Flow Builder End NodeEndThe 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.
    Flow Builder DTMF NodeDTMFCaller data input options for inbound calls.
    Flow Builder Play Audio NodePlay AudioPlay a selected audio file based on the call flow rules.
    Flow Builder Route NodeRouteDirect the call to a Queue, Agent, PSTN, or another flow.
    Flow Builder Voicemail NodeVoicemailDirect the call to Voicemail with an option to send the voicemail recording to an email address.
    Flow Builder HTTP Request NodeHTTP RequestSeamlessly integrate call flows with web services, such as CRMs, help desks, e-commerce software, and websites.
    Flow%20Builder%20Condition%20NodeConditionsDecide where interactions are routed based on information collected during the flow.

    Each node, except the Start node, includes a kebab menu with the following options:

    Flow Builder Kabab Menu

    • Delete: remove the node from the flow
    • Duplicate: create a copy of the node, including all configuration settings

    Was this article helpful?