Build a phone menu

A call flow decides what callers hear and where their call goes. Every number starts with the default call flow: your AI agent answers, then hands over to your team, and takes a voicemail if nobody picks up. Build a phone menu to change that.

Before you start

Pro and Business plansNeeds: Workflows: Write

• A phone number. See Add a phone number.

Start from the Phone menu template

1. Go to Workflows and click Create Workflow.

2. Choose the Phone channel.

3. On the Phone menu template, choose one:

   • Use for my default call flow: makes the template a draft of the call flow every number uses. Confirm Open as draft.
   • Create from template: makes a separate call flow that you assign to chosen numbers.
   You should see

   the template on the canvas: press 1 for sales, 2 for the AI agent then support, 3 for a callback, and voicemail when nobody answers.

4. Click each step to change what it says and where it goes. The steps are described below.

5. Test it, then publish it. See Test and publish a workflow.

Callers keep hearing the current call flow until you publish.

The call steps

• Say: type What to say.
• Phone menu: type the Menu prompt, such as “Press 1 for sales, or 2 for support.” Choose whether The caller can use the keypad, speech or both. Under Options, give each choice a key and, for speech, words the caller might say. Callers who choose nothing get the Retries you set, then take the “No input” path.
• Collect digits: asks the caller to type a number, such as an order number, and can save it on the contact. Never ask for card numbers, PINs or passwords: what callers type is shown to your team.
• Request a callback: your team gets a to-do to call back the number the caller is calling from.
• Voicemail: plays your Greeting, then records a message. The recording and its transcript arrive in your inbox.
• Hang up: ends the call, with an optional Closing line (optional).

Every path in a call flow must end the call, with a voicemail or a hang-up, before you can publish.

Text is read aloud by a computer voice.

Use the call flow on a number

A call flow you created separately must be assigned to a number: on Settings›Channels›Phone, click Change call flow on the number. See Manage your numbers.