Call flow actions explained: add-ons, filters, and routing options

Call flow actions are the building blocks of every call flow.

They fall into three groups: Add-ons, Filters, and Routing Options.

Combine them in the Call Flow Builder to shape how each inbound call is handled.

Add-ons

Add-ons layer features on top of a call without changing its destination.

1. Mask Caller ID

It replaces the caller's real number with a designated tracking number.

agents always know which campaign or line the call came from.

2. Record

It automatically records inbound calls for training, compliance, and quality monitoring.

Callers are notified where required by law.

3. Greeting

It plays a customizable audio message to the caller before the call connects.

E.g. "Thank you for calling, please hold while we connect you."

4. Whisper

It plays a short audio cue only to the agent the moment they pick up, providing context such as the campaign source.

E.g. "Call from Facebook Ads."

5. Call Survey

It presents an interactive voice survey to the agent after the call ends.

Agents can use it to rate quality or confirm lead outcomes.

Filters

Filters inspect an attribute of the incoming call and branch the flow based on what they find.

1. Caller ID Prefix

It reads the first digits of the caller's number (area code or country code) and can tag or route the call accordingly.

E.g. tagging Chicago calls with [312].

2. Keypad Entry

It prompts the caller to press a key and routes the call down the matching branch.

E.g. "Press 1 for Sales, 2 for Support."

3. Day of Week

It routes calls differently depending on which day they arrive.

E.g. Weekdays to the sales team and weekends to voicemail.

4. Time of Day

It routes calls based on the time they arrive.

E.g. Business hours to live agents and after-hours to voicemail.

Routing Options

Routing options decide where the call ends up.

1. Dial

It connects the call to a single destination number.

2. Multiple

It rings several destination numbers simultaneously.

The first to answer takes the call.

3. Sequential

It rings destination numbers one at a time in a defined order until someone answers.

4. Weighted

It distributes calls across destinations according to percentages you set

E.g. 70 % to Team A and 30 % to Team B.

5. Hang Up

It ends the call immediately without connecting to anyone.

6. Voicemail

It sends the call to a recorded mailbox so the caller can leave a message.

Detailed Guide: How to set up call flows

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 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