Articles on: Lead Tracking (Calls)

Using the Call Flow Builder

Design Call Flows seamlessly with the Call Flow Builder

The Call Flow builder is a canvas for you to create 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, then connect them together with path arrows.

No coding required - Anyone can create a call flow in minutes.
Powerful and flexible - The Builder allows you to effortlessly craft call flows, enabling you to construct personalized journeys that effectively engage and provide genuine value for your callers.
Enhance caller experience - Easily incorporate call add-ons into the flow to streamline your conversations with features like recordings, transcriptions, greetings, keypad entry, whispers, surveys, and more.
Improve call processes - Effortlessly build advanced call flows using call routing options such as weighted, sequential, multiple, geo-routing, time-based, and week-based routing to enhance overall call processes, and eliminate the chances of missed calls.
Boost productivity - Start from scratch or copy and paste your existing configuration within a brand, or transfer call flows seamlessly from one brand to another.

Add-ons & Actions

Before we begin, here is a quick rundown of the main call flow actions you can use.

Mask Caller ID: It allows you to hide the caller’s number that normally shows up on your phone screen and reports.

Record: Enable it to start recording a call.

Greeting: A recorded message or script that your caller hears when they call your number.

Caller ID Prefix: The first digits of a phone number that are unique to each country or area.

Keypad Entry: A keypad entry is the key that 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 the "+" symbol at the right bottom of your screen.

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

For Example, in this Call Flow, I've set up Keypad Entry to direct the call to Support (a two-person team, which is why I chose the Multiple Call Routing option) if the caller presses 0. If the caller presses 1, the call will be routed to the Secretary for appointment booking.

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.

🎉 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: 28/05/2024

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