Before you start
- Call flows live in Call Center, under Call Flows. You need permission to manage messages.
- Turning a flow on changes what real callers hear, so check it before you do.
Build a flow
- Open Call Center, go to Call Flows and select New call flow. Give it a name at the top.
- Use Add step to choose what callers go through, such as Business hours, Say something, a Menu, Ring someone and Take a message.
- Connect each step to the next, including what happens when nobody answers.
Turn it on
- Switch the flow from Inactive to Active, then confirm with Turn on. This publishes the flow exactly as it looks.
- Changed a flow that’s already on? Select Publish changes so callers get the new version.
Use it on a number
- Open Numbers and choose the flow in the number’s call flow setting.
- Select Sync to apply it to the line. To move several numbers at once, use Switch many.
A number can only use a flow that’s on and published.
Voicemail and recordings
- Add a Take a message step wherever callers should leave a voicemail. Your team is notified when someone does.
- Find recordings, transcripts and summaries in Call Log.
Good to know
- Tell the team logs the call and sends the notifications set up for that line. Send a text texts the caller, for example a booking link or your opening hours.