---
title: "Flows"
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: 2026-01-29T12:58:03Z
published: 2026-01-29T12:58:03Z
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.

# Flows

**Who should read this article**: Administrators

Using **Flows** and **Flow Builder**, you can design, configure, and manage complex interaction flows tailored to your business processes.

Important

You *must* create an interaction flow using **Flow Builder** before a flow you have added can accept and route interactions. This article describes the basics of adding a flow. Refer to the articles in the [Flow Builder folder](/v1/docs/inbound-flow-builder) to learn how to use the **Flow Builder** visualization tool.

## Introduction

Use **Flows** to create advanced interaction flows with day, time, and channel-based rules, then use the **[Flow Builder](/v1/docs/flow-builder)** visualization tool to configure interaction routing to queues, agents, voicemail, and other options.

          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.

Tip

If the feature is enabled for your contact center, you can download interaction flows for individual interactions from the **Extended Call Details** page for [voice](/v1/docs/extended-call-details-voice) and [digital](/v1/docs/extended-call-details-omnichannel) interactions.

## Flows

To create, view, and manage interaction flows, navigate to **Inbound > Flows** from the Voiso navigation bar. The **Flows** page displays a searchable table listing all created flows along with their associated channels.

![Flow Page Flows Table](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20View%20Flows%20Table.png)

The **Flows** table contains the following columns:

| Column | Description |
| --- | --- |
| Flow name | A list of existing flows, sorted alphabetically by name |
| Type | Channel type: Voice or Digital |
| Configuration | Indicator of whether a complete end-to-end interaction flow has been created and saved in **Flow Builder**. Statuses are **Configured** or **Not configured**. Note: inbound interactions *cannot* be routed to agents and other resources until an interaction flow is completed using **Flow Builder**. |
| Numbers and digital channels | The [phone numbers](/v1/docs/inbound-inbound-numbers) for a Voice channel or the name of a [Digital channel](/v1/docs/digital-channels). |

Tip

Click an assigned number or digital channel to link to the corresponding number panel or Edit channel page in your contact center.

### Flow Management Options

- **Search:** Type a flow’s name in the **Search** field to find it quickly.
- **Add a Flow:** Refer to **[Adding a new flow](/v1/docs/inbound-flows#adding-a-new-flow)** for instructions.
- **Edit a Flow:** Click the flow name to open the **Edit flow** page.
- **Duplicate a Flow:** Hover over the flow and click the **Clone** (copy icon) button.
- **Launch Flow Builder:** Hover over the flow and click **Launch Flow Builder** (launch icon).
- **Delete a Flow:** Hover over the flow and click **Delete** (trash icon).

## Adding a new flow

To create a new flow, click **Add flow** to open the **Add flow** panel.

![Flow Page Add Flow Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20View%20Add%20Flow%20View.png)

1. In the **Flow name** field, enter a unique name for the flow.
2. From the **Type** menu, select **Voice** or **Digital**.![Flow View Assigned Digital Channels](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20View%20Assigned%20Digital%20Channels.png)
3. For digital flows, select the digital channel from the **Channel type** menu.  

![Flow View Add Flow View Channel Type Menu](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20View%20Add%20Flow%20View%20Channel%20Type%20Menu.png)
4. Click **Continue** to open the **Edit flow** page, which includes the following sections:  

![Flow Edit Flow Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Edit%20Flow%20Page.png)
  - **[Flow Builder](/v1/docs/inbound-flows#flow-builder)**
  - **[General](/v1/docs/inbound-flows#general)**
  - **[Business hours](/v1/docs/inbound-flows#business-hours)**
  - **[Outside business hours](/v1/docs/inbound-flows#outside-business-hours)**
  - **[Assigned numbers](/v1/docs/inbound-flows#assigned-numbers)** (Voice flows only)
  - **[Assigned digital channels](/v1/docs/inbound-flows#assigned-digital-channels)** (Digital flows only)
  - **[Assigned supervisors](/v1/docs/inbound-flows#assigned-supervisors)**
5. Configure the sections as needed, then click **Save** to create the flow.

### Flow builder

After configuring the **[General](/v1/docs/inbound-flows#general)** section, the **Launch Flow builder** button becomes active. Click **Launch Flow builder** to open the **[Flow Builder](/v1/docs/inbound-flow-builder-overview)**, a visual editor for creating interaction routing strategies.

### General

The **General** section includes the following parameters:

| Parameter | Description |
| --- | --- |
| **Flow name** | Enter a unique flow name, including any relevant scheduling details. For example: **Regular Business Hours**. |
| **Type** | Select the interaction type: **Voice** or **Digital**. |

### Business Hours

Define operating hours for the flow based on your contact center’s configured time zone in **[System Settings](/v1/docs/administration-system-settings)**.

1. Click **Manage** in the **Business hours** section.
2. Select the days and adjust the time fields to specify business hours.
3. Click **Add hours** to define multiple time blocks for the same day if needed (e.g., for lunch breaks or shift changes).

Tip

Ensure that **Outside business hours** flows cover gaps in the schedule (e.g., by routing calls to voicemail).

### Outside business hours

Assign an existing flow for times outside of specified **[Business hours](/v1/docs/inbound-flows#business-hours)**. The assigned flow will inherit the primary flow's channel.

Important

You do not need to specify a channel for the **Outside business hours** flow.

### Assigned numbers

The **Assigned numbers** section lists [phone numbers](/v1/docs/inbound-inbound-numbers) associated with the flow. Incoming calls to these numbers trigger the flow’s routing logic.

1. Click **Manage** to open the **Number assignment** panel.
2. Select or deselect numbers, then click **Assign**.

![Flow Number Assignment Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Number%20Assignment%20Panel.png)

#### Unassigning a number from another flow

Numbers already assigned to another flow are unavailable for selection. When you hover over one of these numbers, a link to the flow it belongs to is displayed.

To unassign a channel from its current flow:

1. Click the link to open the **Edit flow** page for the existing flow.
2. In the **Assigned numbers** section, click **Manage**.
3. In the **Numbers assignment** panel, deselect the number, then click **Assign**.
4. On the **Edit flow** page, click **Save**.

You can now return to your new flow, refresh the browser, select the unassigned number, and click **Assign**. The assigned numbers will appear in the **Add flow** or **Edit flow** page.

Watch this video to see how to reassign a number to a different flow:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flows%20Unassign%20a%20Number%20from%20Another%20Flow.mp4)

### Assigned digital channels

For digital interaction flows, the **Assigned digital channels** section displays all [digital channels](/v1/docs/digital-channels) in your contact center that match the type selected for the flow. A message of the specified type on any assigned channel will trigger the flow.

1. Click **Manage** to open the **Digital channels assignment** panel.
2. Select or deselect channels as needed, 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)

#### Unassigning a digital channel from another flow

Channels already assigned to another flow are unavailable for selection. When you hover over one of these channels, a link to the flow it belongs to is displayed.

To unassign a channel from its current flow:

1. Click the link to open the **Edit flow** page for the existing flow.
2. In the **Assigned digital channels** section, click **Manage**.
3. In the **Digital channels assignment** panel, deselect the channel, then click **Assign**.
4. On the **Edit flow** page, click **Save**.

You can now return to your new flow, refresh the browser, select the unassigned channel, and click **Assign**. The assigned channels will appear in the **Add flow** or **Edit flow** page.

Watch this video to see how to reassign a channel to a different flow:

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flows%20Unassign%20a%20Channel%20from%20Another%20Flow.mp4)

### Assigned supervisors

Assign [supervisors](/v1/docs/users-users) to monitor the flow using the **CDR** ([Call Detail Records](/v1/docs/supervisor-workflows-using-the-cdr)) page.

1. Click **Manage** to open the **Supervisor assignment** panel.
2. Select one or more supervisors, then click **Assign**.

![Flow Supervisor Assignment](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Supervisor%20Assignment.png)

Important

Only users assigned to the default Supervisor **[security access group](/v1/docs/administration-security-access-groups)** role are displayed in this panel.

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

- [Flow Builder Overview](/inbound-flow-builder-overview.md)
- [Nodes](/flow-builder-nodes.md)
- [Inbound](/inbound.md)
- [Numbers](/inbound-inbound-numbers.md)
- [Voice flows](/voice-flows.md)
- [Call Flows (IVR) Guide](/call-flows.md)
- [Digital flows](/digital-flows.md)
- [Blog: Build your own chatbot](/build-your-own-chatbot.md)
- [Create a simple chatbot](/creating-a-simple-chatbot.md)