Articles on: Call Flows

How to set up call flows

Before you start: Make sure you add least one destination number before building a call flow: https://help.nimbata.com/en/article/how-to-add-a-destination-number-hdksuz/

The Call Flow Builder is a canvas where you design how incoming calls are handled and routed from the moment a tracking number is dialed.

Every call flow must include at least one Dial action - this is what connects the call to a destination.

Everything else (greetings, recording, IVR, whispers, filters) is layered on top.

Step 1. Open the Call Flow Builder

Go to Tracking > Call Flows.
Click Create.

Step 2. Add actions to your call flow

Click the + button on the canvas to open the action menu.

Add any combination of the following:

Dial: It routes the call to a destination number (required)
Record: It starts call recording
Greeting: It plays a message the caller hears before connecting
Whisper: It plays a private audio cue the agent hears when they pick up
Mask Caller ID: It controls what number appears on the agent's screen
Keypad Entry: It creates an IVR menu for caller input
Voicemail: It captures a message when no one answers
Call Survey: It prompts the agent to score or tag the call after it ends
Sequential / Weighted: It distribute calls across multiple destinations
Day of Week / Time of Day / Caller ID Prefix: Conditional routing filters

Connect any conditional actions (Keypad Entry, Day of Week, Time of Day, Caller ID Prefix) using path arrows on the canvas to route calls down different branches.

Step 3. Assign the call flow to a tracking number

Go to Tracking > Numbers.

Assign the call flow:

Either at the swap group level (shared across multiple tracking numbers) OR
At the tracking number level (applies to one number only).

🎉 That's it. Whenever someone calls the tracking number, they'll follow the flow you just built.

Detailed Guide: How to enable mask caller ID

Detailed Guide: How to enable a call recording

Detailed Guide: How to set up call greetings

Detailed Guide: How to add call whispers

Detailed Guide: How to score and tag your calls with post-call surveys

Detailed Guide: How to use the caller ID prefix filter for geo-routing

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

Detailed Guide: Day of the week: how to forward calls to different destinations

Detailed Guide: Time of day: how to forward calls to different destinations

Detailed Guide: How to route calls to multiple destinations

Detailed Guide: How to enable sequential call routing

Detailed Guide: How to enable weighted call routing

Detailed Guide: How to set up and listen to voicemails

Updated on: 31/03/2026

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