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, split by percentage or in strict turns, 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 or type a code 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.
- Calls from withheld numbersWhy calls from anonymous or withheld numbers show in your call log and trigger your alerts but never ring your phone, and how to set up your call flow and workflows for them.