Articles on: Call Flows

What are call flows?

A call flow is a set of instructions that tells Nimbata what to do from the moment someone dials one of your tracking numbers.

Every call that comes in follows the flow you've built, in the exact order you've set up.

You design call flows visually in the Call Flow Builder, a canvas where you add and connect actions.

The result is a path a call travels through - it might be:

Call flows are built from three types of actions: add-ons, filters, and routing options.

Add-ons layer features on top of a call without changing where it goes:

Record: records the conversation for training, compliance, or quality monitoring.
Greeting: Plays an audio message to the caller before the call connects (e.g. "Thank you for calling, please hold.").
Whisper: Plays a short private audio cue to the agent the moment they pick up (e.g. "Call from Google Ads.").
Mask caller ID: Replaces the caller's real number with your tracking number so agents always know which campaign the call came from.
Call survey: Prompts the agent to score or tag the call after it ends.

Filters inspect an attribute of the call and branch the flow accordingly:

Keypad entry: Prompts the caller to press a key and routes down the matching branch (IVR).
Day of week: Routes differently depending on which day the call arrives.
Time of day: Routes based on the time of the call (e.g. business hours vs. after-hours).
Caller ID prefix: Reads the first digits of the caller's number and routes or tags based on area or country code.

Routing options decide where the call is connected:

Dial: Connects to a single destination number.
Multiple: Rings several destinations simultaneously; the first to answer takes the call.
Sequential: Rings destinations one at a time in order.
Weighted: Distributes calls across destinations by percentage.
Voicemail: Sends the call to a recorded mailbox.
Hang up: Ends the call immediately.

Every call flow must include at least one Dial, Voicemail, or Hang up action; something that resolves the call.

A call flow does nothing on its own.

It must be assigned to a tracking number (or a swap group) before it takes effect.

You can assign the same flow to multiple numbers, or give each number its own flow.

Call flows control what happens during a call:

Workflows control what happens after a call ends:

The two work together but serve different purposes.

Updated on: 03/04/2026

Was this article helpful?

Thank you!