Articles on: Call Tracking

How to set up Call Flows

This guide shows you how to create a call flow using the Call Flow Builder from scratch. To use the templated setup follow this guide instead: https://help.nimbata.com/en/article/template-how-to-create-a-simple-call-flow-18es6fv/

Call Flow Builder

The Call Flow builder is a canvas for creating the entire call flow in one view. Create greeting messages, add call add-ons, choose call routing method, create conditions with filters and keypad entry with ease, and then connect them with path arrows.

The Call Flow Builder is the interface where you design a call flow, which defines how incoming calls are handled and routed once a tracking number is called.

Add-ons & Actions

Call flow actions control how a call is handled in real time, including routing decisions, call handling behavior, and call metadata. Before we begin, here is a quick rundown of the main call flow actions you can use.

Mask Caller ID: Allows you to hide the caller’s phone number from appearing on the receiver’s phone screen.

Call Recording: Enable it to start recording a call.

Call Greeting: A recorded message or script your caller hears when calling your number.

Caller ID Prefix: Adds a custom prefix to incoming calls so the call receiver can identify the call source before answering.

Keypad Entry: A keypad entry is the key a caller has pressed when prompted or asked by a recorded message.

Voice Mail: You can enable it to ask the caller to leave a recorded message in case you can’t pick up the phone or miss a call.

Whisper: An audio-cue that only the call receiver hears before answering an incoming call.

Call Survey: After the end of a call, the agent (call receiver) can respond to some recorded questions that will help manage and tag a lead.

Get started with Call Flows

Step 1. Go to Tracking > Call Flows and click on 'Create'.

Step 2. Start adding the call flow actions you want to include in your call flow. You can go minimal by only adding the destination number under "Dial" or you can add add-ons like recording, greetings, whisper.

The Dial action

The Dial action is required in every call flow. It connects the incoming call to a destination phone number.

Without a Dial action, calls will not be routed to any destination.

Conditional actions such as Keypad Entry and Day of Week allow you to route calls differently based on caller input or timing.

Let's use the following Call Flow as an example:

I've set up Keypad Entry to route all non-urgent queries to the AI Helper (configured as a destination number), based on the Greeting voice menu that lists all such queries under pressing 1.
I've added the Day of Week functionality, so that if a caller presses 2, which is for urgent queries only, Monday to Friday, they will be directly routed to my personal number.
I've also added a secondary Day of Week functionality that routes all urgent calls (when pressing 2 on the menu) to the AI Helper on weekends, since the business is closed then.

Step 3. Go to Tracking > Numbers to assign the call flow you've just created. You can assign the call flow at either the Swap Group Level or the Tracking Number Level.

Assigning a call flow at the swap group level allows reuse across multiple tracking numbers, while assigning it at the tracking number level applies it only to that specific number.

🎉 That's it. From now on, when someone gives a ring to the tracking number, they'll smoothly follow the process you've just set up!

If you prefer videos, here is the process we just described on how to setup call flows:

Updated on: 28/01/2026

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