--- title: "Workflows" slug: "inbound-flows" description: "Using the Flow Builder, you can design, configure, and manage sophisticated interaction flows based on business processes." tags: ["User Interface", "How to", "Call Flow", "Flow", "Inbound", "voice"] updated: 2026-10-15T08:14:06Z published: 2026-10-15T08:14:06Z canonical: "docs.voiso.com/inbound-flows" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Workflows **Who should read this article**: Administrators A **workflow** decides what happens to a call or a message. There are three types: - **Inbound call workflow** — routes incoming calls, for example through an IVR menu, to a queue, an agent, or voicemail. - **Digital workflow** — routes incoming messages on WhatsApp, Telegram, Webchat, and other digital channels. - **Automation** — sends an SMS or WhatsApp message after a call or conversation ends. Refer to [Automations overview](/docs/automations-overview). You manage all three in **Automation > Workflow studio**. This article covers Inbound call and Digital workflows. ## The Workflows list To see your workflows, go to **Automation > Workflow studio**. The **Workflows** tab lists every workflow in your contact center. | Column | What it shows | | --- | --- | | **Workflow name** | The name of the workflow. Click it to open its settings. | | **Configuration** | **Configured** when the workflow has at least one step connected to the start, or **Not configured** when it has none. | | **Type** | **Inbound call**, **Digital**, or **Automation**. | | **Trigger / Assignment** | The [phone numbers](/v1/docs/inbound-inbound-numbers) or [digital channels](/v1/docs/digital-channels) assigned to the workflow. Click one to open it. | | **Status** | **Active** when the workflow is configured, **Inactive** when it is not. A workflow does not need its own number or channel to be **Active**. It can receive calls or messages through another workflow, for example as that workflow's **Outside business hours** workflow. | | **Controls** | The on/off switch. Only Automations can be switched on and off. For Inbound call and Digital workflows, the switch is **ON** when the workflow is configured and **OFF** when it is not, and you cannot change it. Hover over it to see why: **Always on** for a configured workflow, or **Not configured** for one that has no steps yet. | To find a workflow, type its name in **Search**, or select one or more types in the type filter. Hover over a row to: - **Clone** the workflow (copy icon). - **Launch Workflow builder** to edit its steps (launch icon). - **Delete** the workflow (trash icon). ## Add a workflow 1. On the **Workflows** tab, click **Add workflow**. 2. Enter a **Workflow name**. 3. Select **Inbound call workflow** or **Digital workflow**. 4. For a Digital workflow, select the **Channel type**, for example WhatsApp. 5. Click **Next**. The workflow is created and its settings page, **Edit workflow**, opens. 6. Fill in the settings described below, then click **Save**. 7. Click **Launch Workflow builder** and build the steps. Until you build the steps, the workflow cannot route calls or messages. ![Flow Edit Flow Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Edit%20Flow%20Page.png) ## Workflow settings ### General | Setting | Description | | --- | --- | | **Workflow name** | The name of the workflow. Include anything that helps you recognise it, for example **Regular business hours**. | | **Type** | **Inbound call** or **Digital**. It is set when you add the workflow and cannot be changed. | | **Channel type** | Digital workflows only. Set when you add the workflow and cannot be changed. | ### Business hours Set the days and times when this workflow handles calls or messages. 1. In **Business hours**, click **Manage**. 2. Select the days and set the times. 3. To add more than one time block on the same day, for example around a lunch break, click **Add hours**. Important [Business hours](/v1/docs/inbound-flows#business-hours) in a flow use the contact center’s time zone as specified in [System Settings](/v1/docs/administration-system-settings). This may differ from the time zone set for individual users in their [profile](/v1/docs/users-users). 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](/v1/docs/conditions)** node in **[Flow Builder](/v1/docs/inbound-flow-builder-overview)** to test the `start-time`, `dnis`, or `ani` of a call and [route it to](/v1/docs/flow-builder-route) different queues, agents, or other targets (such as voicemail) based on the time zone of the contact or agent. ### Outside business hours Choose another workflow to handle calls or messages outside the business hours. In **Route to workflow**, select that workflow. It uses the same numbers or channels as this one, so you do not assign any to it. Make sure your business hours and the workflow you choose here cover the whole week, so that no calls or messages are missed. ### Assigned numbers Inbound call workflows only. Calls to these [phone numbers](/v1/docs/inbound-inbound-numbers) go through this workflow. 1. In **Assigned numbers**, click **Manage**. 2. Select the numbers, then click **Assign**. ![Flow Number Assignment Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Number%20Assignment%20Panel.png) A number can belong to only one workflow. Numbers already used by another workflow cannot be selected. Hover over one to see which workflow it belongs to. To move it: 1. Click the link to open the other workflow. 2. In **Assigned numbers**, click **Manage**, clear the number, and click **Assign**. 3. Click **Save**. 4. Go back to your workflow, refresh the page, and assign the number. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flows%20Unassign%20a%20Number%20from%20Another%20Flow.mp4) ### Assigned digital channels Digital workflows only. Messages on these [digital channels](/v1/docs/digital-channels) go through this workflow. You can choose from the channels of the type you selected when you added the workflow. 1. In **Assigned digital channels**, click **Manage**. 2. Select the channels, then click **Assign**. ![Flow View Manage Digital Channels](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20View%20Manage%20Digital%20Channels.png) A channel can belong to only one workflow. To move a channel from another workflow, follow the same steps as for numbers, in **Assigned digital channels**. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flows%20Unassign%20a%20Channel%20from%20Another%20Flow.mp4) ### Assigned supervisors Supervisors assigned here can monitor this workflow's calls and messages in the [Call Detail Records](/v1/docs/supervisor-workflows-using-the-cdr). 1. In **Assigned supervisors**, click **Manage**. 2. Select the supervisors, then click **Assign**. Only users in the default Supervisor [security access group](/v1/docs/administration-security-access-groups) appear in this list. ![Flow Supervisor Assignment](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Supervisor%20Assignment.png) ## Build the steps Click **Launch Workflow builder** on the workflow's settings page, or the launch icon in the **Workflows** list. You place steps on a canvas and connect them, for example to play a message, offer a menu, and route the call to a queue. - [Workflow builder overview](/v1/docs/inbound-flow-builder-overview) — how the canvas works. - [Inbound call workflows](/docs/voice-flows) — the steps available for calls. - [Digital workflows](/docs/digital-flows) — the steps available for messages. ## What changed Workflows were previously called flows and were on the **Inbound > Flows** page. Voice flows are now **Inbound call workflows**, and digital flows are now **Digital workflows**. They work the same way as before. Refer to [Understanding Workflow studio changes](/docs/understanding-workflow-studio-changes). ## Related articles - [Automations overview](/docs/automations-overview) - [Numbers](/v1/docs/inbound-inbound-numbers) - [Digital channels](/v1/docs/digital-channels) An area of the world that observes a uniform standard time for legal, commercial, and social purposes. Time zones commonly follow the boundaries between countries and their subdivisions instead of following evenly spaced divisions on the globe for the convenience of keeping a consistent time. ## Related - [Workflow builder overview](/inbound-flow-builder-overview.md) - [Nodes](/flow-builder-nodes.md) - [Inbound](/inbound.md) - [Numbers](/inbound-inbound-numbers.md) - [Inbound call workflows](/voice-flows.md) - [Call Flows (IVR) Guide](/call-flows.md) - [Digital workflows](/digital-flows.md) - [Blog: Build your own chatbot](/build-your-own-chatbot.md) - [Create a simple chatbot](/creating-a-simple-chatbot.md)