Articles on: Call Tracking

What call flow actions are available and how do they work?

This article is about Call Flow Actions. For Workflow Rules & Tasks, take a look here: https://help.nimbata.com/en/article/what-workflow-rules-tasks-are-available-and-how-do-they-work-x9ok8b/


What are call flow actions?


In Nimbata, call flows come with a set of add-ons, filters and routing options, collectively known as 'actions', that let you add features to enhance your callers' experience and fulfill all your call tracking needs.


Which call flow actions are available?


Our set of call flow actions is divided into three sub-categories; Add-ons, Filters, and Routing Options.


Add-ons


  1. Mask Caller ID: Replaces or hides the original caller’s phone number with a designated tracking number, so you know what agents see on their screens.
  2. Record: Automatically records inbound phone calls for training, compliance, and performance monitoring. Callers are notified where required by law.
  3. Greeting: A customizable audio message played to callers before connecting them, e.g., 'Thank you for calling, please hold while we connect you'.
  4. Whisper: An audio message played only to the call recipient before the call is connected. It gives context such as campaign source, e.g., 'Call from Facebook Ads'.
  5. Call Survey: An interactive voice survey after a call ends that lets agents give quick feedback e.g., rating call quality or confirming lead outcomes.


Filters


  1. Caller ID Prefix: Adds a short text/number tag in front of the caller’s ID to identify the source e.g., '[Google Ads] +1 555…'.
  2. Keypad Entry: Allows callers to press keys to navigate menus or confirm intent e.g., 'Press 1 for Sales, 2 for Support'.
  3. Day of Week: Filters and routes calls differently depending on the day e.g., weekday vs. weekend handling.
  4. Time of Day: Routes calls based on business hours e.g., during office hours -> sales team, after hours -> voicemail.


Routing Options


  1. Dial: Connects a call to a single number directly.
  2. Multiple: Rings multiple phones simultaneously until one answers.
  3. Sequential: Rings a list of numbers in a set order until the call is answered.
  4. Weighed: Distributes calls based on percentages you define e.g., 70% of calls to Team A, 30% to Team B.
  5. Hang Up: Ends the call automatically without connecting to an agent.
  6. Voicemail: Sends unanswered calls to a recorded voicemail box, allowing callers to leave a message.


Updated on: 26/08/2025

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