How do add-ons, filters, and routing options work in Call Flows?

Call flows are built using a visual builder where you add modules in sequence using the + button.

The menu that appears changes depending on where in the flow you are; before or after the Dial module.

This article explains the three categories of modules available, how they interact, and how the builder guides you toward a valid flow.

The three module categories

Add-ons enhance the call experience for the caller or agent. They do not change where a call is routed; they add behavior around the routing.

Filters conditionally split the call flow into separate paths based on a property of the incoming call. Filters are only available before the Dial module.

Routing Options determine where the call is sent. Every call flow must include at least one routing option. Dial is the default.

What appears before and after Dial

The + button above Dial gives you access to:

Add-ons: Mask Caller ID, Record, Greeting
Filters: Caller ID Prefix, Keypad Entry, Day of Week, Time of Day

The + button below Dial gives you access to:

Add-ons: Whisper, Call Survey
Routing Options: Voicemail

This separation reflects the logic of a call: you prepare and filter before routing, and you follow up after.

To see the full menu of available modules, remove the default Dial module.

This reveals all add-ons, filters, and routing options in one view.

How filters work

Adding a filter creates a module that defines the condition, with a corresponding routing module attached for calls that match it.

Calls that do not match fall through to the next module below, including the main Dial.

Use the Split option (via the same + button on the filter module) to carve off additional paths.

Each split handles the calls assigned to it; everything else falls through.

Each filter type partitions calls differently:

Day of Week: Splits calls by day. All 7 days are pre-selected on the first path. Add splits to assign specific days to separate paths.
Time of Day: Splits calls by time window, using the same pattern as Day of Week.
Caller ID Prefix: Creates a path per prefix. Calls matching a given prefix are routed down that path; all others fall through.
Keypad Entry: Creates a path per digit or digit sequence pressed by the caller.

Each split path can have its own add-ons and routing options added to it independently.

Detailed Guide: How to add a keypad entry (IVR)

Execution order

Call flows execute top to bottom, in the order modules appear in the builder.

The + button only surfaces options that are valid at each position, so the builder steers you toward a structurally sound flow.

A typical flow might look like this:

A Greeting plays to the caller
A Day of Week filter checks which day it is

Monday-Friday > Dial to the office
Saturday-Sunday > Voicemail

A Whisper plays to the agent when they answer
A Call Survey runs after the call ends

Filters must be placed before Dial. Add-ons that apply to the agent (Whisper) or follow the call (Call Survey) must be placed after Dial. The builder enforces this by showing only valid options at each + button position.

Routing options

Routing options define how and where a call is delivered:

Dial: Sends the call to a single destination number.
Multiple: Rings more than one destination simultaneously.
Sequential: Tries destinations one at a time in order until one answers.
Weighted: Distributes calls across destinations according to percentages you define.
Voicemail: Sends the call to a voicemail inbox.
Hang Up: Ends the call immediately. No further modules run after Hang Up.

Detailed Guide: How to set up call flows

Detailed Guide: How to assign tracking numbers to call flows

Detailed Guide: How to add call whispers

Updated on: 20/05/2026

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