Call handling
Build call flows that route, greet, record and screen your calls, and block or cap unwanted callers.
Call Flows
- Call flowsWhat a call flow is, the add-ons, filters and routing options it is built from, and how to build one from scratch or from a template.
- Call routingSend each call to several destinations at once, in order until someone answers, or split by percentage, and start from the Sequential or Weighted template.
- Routing filtersRoute calls to different destinations by the time of day, the day of the week, or the caller's area or country code (geo-routing).
- Greetings and IVRPlay a greeting before a call connects, let callers press a key to reach the right destination, and manage the audio files in the Media Library.
- Whispers and caller IDPlay a whisper to the agent when they pick up, and choose which number the agent sees on screen when a call arrives.
- VoicemailCapture a message when no one answers, choose the greeting and timeout, listen to voicemails in the call log, or start from the Voicemail template.
- Call recordingRecord calls on a call flow, let callers stop the recording, know how long recordings are kept, and find out why a call has no recording or transcript.
- Call troubleshootingWhy calls do not reach your destination or are declined, and what to check, from an unassigned call flow to telephony statuses and provider outages.