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A call flow decides what happens when someone calls one of your numbers. Each number has its own flow. You build it in the call flow editor as a tree of steps that starts at Incoming call.
Editing call flows is for admins and supervisors. On the Numbers page, the Callflow shortcut is admin-only.

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Open a call flow

You can open a number’s call flow in two ways:
  • In the sidebar, select Calls → Call Flow, then pick a number from the list.
  • Go to Calls → Numbers, open a number’s actions menu, and select Callflow.
To switch to another number, select the number name at the top of the editor and pick a different one.
Call flow editor for a demo number showing Incoming call, a Working Hours step with Open and Closed branches, an IVR with digits 1 and 2, and the Unsaved changes bar

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Steps you can add

Select Add option under any step to add the next one. These steps are available: The first step after Incoming call can also be a time condition:
Some older flows may show a Webhook step. It sends call data to a web address. You can edit an existing Webhook step, but you can’t add a new one from the menu.

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Build a call flow

1

Add the first step

Under Incoming call, select Add option and pick a step. For a business that closes at night, start with Time Condition.
2

Configure the step

A settings panel opens. Fill in the fields and select Save. To change a step later, select its Edit button. To remove it, select Delete.
3

Add what happens next

Select Add sub-step on a step to add the next one. For time conditions, add steps under both Open and Closed.
4

Save the flow

Your edits show an Unsaved changes bar at the bottom of the screen. Select Save to apply them, or Cancel to throw them away.
Changes apply only after you select Save in the Unsaved changes bar. Closing the page before then loses your edits.

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Build an IVR menu

An IVR plays a recorded menu, such as “Press 1 for sales”, and sends callers to a step based on the key they press.
1

Add the IVR step

Select Add option and pick IVR. The IVR settings panel opens.
2

Name it and pick the prompt

Enter a Name and choose the Media file that plays the menu. Upload the file in Configuration → Media first if you don’t have one yet.
3

Set the options

Under Settings, choose:
  • Allow caller to dial extensions to let callers type a member’s extension.
  • Misdial retries for how many wrong entries a caller gets.
  • Timeout for dialing and Enter digit timeout, in seconds.
4

Add a row for each key

Select Add number to add a row, pick the key (0–9), and choose the step it leads to. The Timeout row handles callers who don’t press anything. You can also add an Invalid row for wrong keys.
Keep menus short. Three or four options are easier to remember than nine.

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Route callers to an AI agent

The AI Agent step rings an AI voice agent the same way a member is rung. Pick the agent under Select AI agent and set Keep ringing for. If you have no AI agents yet, the panel links to agents.talkchief.io so you can create one first. For a full walkthrough, see Add an AI agent to a call flow.

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Frequently asked questions

Queue and Callflow end a branch. To handle callers who wait too long, set the queue’s failover. See Queues and routing.
From each team’s Working Hours on the team Settings tab. See Working hours and media.
Select Retry. If it keeps failing, check that the number is still active in Calls → Numbers.

Call routing

See how teams, queues, and forwarding work together.

Working hours and media

Set opening hours and upload menu prompts.

Voicemail

Review the messages callers leave.

Add an AI agent to a call flow

Let an AI voice agent answer your calls.