Voice flows

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.

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

• Creating a simple IVR with Flow Builder
• Priority routing
• Business hour rules
• Multi-level IVRs

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.
	DTMF	Caller data input options for inbound calls.
	Play Audio	Play a selected audio file based on the call flow rules.
	Route	Direct the call to a Queue, Agent, PSTN, or a variable.
	Voicemail	Direct the call to Voicemail with an option to send the voicemail recording to an email address.
	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.
	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.