--- title: "Voice flows" slug: "voice-flows" description: "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." updated: 2025-10-31T10:21:50Z published: 2025-10-31T10:21:50Z canonical: "docs.voiso.com/voice-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. # 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. ![Flow Builder Overview](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Overview.png) 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](/v1/docs/creating-a-simple-ivr) - [Priority routing](/v1/docs/skipping-the-ivr) - [Business hour rules](/v1/docs/business-hour-rules) - [Multi-level IVRs](/v1/docs/multi-tiered-ivrs) 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. ## Nodes The following nodes are available in the voice call Flow Builder: | Icon | Node | Description | | --- | --- | --- | | ![Flow Builder Start Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Start%20Node.png) | [Start](/v1/docs/flow-builder-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. | | ![Flow Builder Play Audio Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Play%20Audio%20Node.png) | [Play Audio](/v1/docs/flow-builder-play-audio) | Play a selected audio file based on the call flow rules. | | ![Flow Builder DTMF Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20DTMF%20Node.png) | [DTMF](/v1/docs/flow-builder-dtmf) | Caller data input options for inbound calls. | | ![Flow Builder Collect Digits Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Collect%20Digits%20Node.png) | [Collect digits](/v1/docs/collect-digits) | Play an audio message to a contact and collect and store keypad input. | | ![Flow Builder Message Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Send%20Message%20Node.png) | [Send Message](/v1/docs/flow-builder-send-message) | Send an SMS or WhatsApp message to the contact. | | ![Flow Builder HTTP Request Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20HTTP%20Request%20Node.png) | [HTTP Request](/v1/docs/http-request) | Seamlessly integrate call flows with web services, such as CRMs, help desks, e-commerce software, and websites. | | ![Flow%20Builder%20Condition%20Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Condition%20Node.png) | [Conditions](/v1/docs/conditions) | Decide where interactions are routed based on information collected during the flow. | | ![Flow Builder Voicemail Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Voicemail%20Node.png) | [Voicemail](/v1/docs/flow-builder-voicemail) | Direct the call to Voicemail with an option to send the voicemail recording to an email address. | | ![Flow Builder Route Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20Route%20Node.png) | [Route](/v1/docs/flow-builder-route) | Direct the call to a Queue, Agent, PSTN, SIP URI, or a variable. | | ![Flow Builder End Node](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Flow%20Builder%20End%20Node.png) | [End](/v1/docs/flow-builder-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. | 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. Sometimes abbreviated as VM. An electronic system that stores voice messages from telephone callers. Voicemail can also refer to a spoken message left by a caller on a voicemail system. In the Voiso contact center, calls can be directed to voicemail when no agents are available to answer the call. A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. Public Switched Telephone Network. The public network that carries traffic to and from contacts and business. A SIP URI (Session Initiation Protocol Uniform Resource Identifier) is a unique address to locate and communicate with endpoints in a SIP-based contact center. It is similar to a URL (Uniform Resource Locator) used on the world wide web. SIP URIs allow SIP endpoints to locate and connect with each other. A complete SIP URI looks similar to an email address, with the user part followed by the at symbol "@" and the domain part. For example, "alice@example.com" or "+15551234567@sip.provider.com" ## Related - [Flow Builder Overview](/inbound-flow-builder-overview.md) - [Flows](/inbound-flows.md) - [Call Flows (IVR) Guide](/call-flows.md)