In this article, you will learn how to set up a voice menu call flow using Workiz’s updated call flow builder.

A call flow is a rule that details how incoming calls will be handled. It illustrates the journey an incoming call will take from the first menu to the end of the call.

Why use a call flow?

Call flows are a vital tool for modern service businesses that want to provide a more professional experience for their customers. A proper call flow will send your clients to the right person or department, ensuring your clients are never more than a few taps away from speaking to somebody capable of handling their issue.

In Workiz, call flows are split up between basic call flows and voice menu call flows:

  • Basic: Calls will be routed to specific groups or members of your team.

  • Voice menu: Calls will be routed to different destinations through an interactive menu (i.e., “press 1 for…,” “press 2 for…,”).

A basic call flow is typically suitable for businesses with fewer employees that simply want to forward a call to a dispatcher, technician, or business owner.

A voice menu call flow is ideal for larger businesses with various departments within the organization.

Here, we will focus on creating a voice menu call flow.


Tip: To learn more about creating a basic call flow, please see this article.



Creating a voice menu call flow

With the upgraded call flow builder, creating a voice menu call flow in Workiz has never been easier.

  1. From the navigation bar, select Settings > Settings

  2. Under Calls & Texts, select Call flows

  3. Select Create call flow

  4. Select Voice Menu

  5. Complete the Basic info fields:

    1. In the Flow Name field, enter a name for your call flow

    2. Select the Assigned numbers dropdown menu and choose the Workiz number(s) you want to assign to this call flow


      Note: This is the number your clients will dial to contact your business.


    3. Decide if you want to record and save phone conversations from this call flow and toggle the Record Call Flow switch ON or OFF as desired


      Tip: Recording calls is a great way to improve your customer service and have a detailed history of the conversations that took place with your clients. Call recordings will automatically be stored in the client info page.


  6. At the bottom of the Basic info pane, select Save

  7. From the call flow builder, select Business Hours

    1. Adjust your business hours as desired and select Save


      Note: Your business hours will determine how a call is directed within your call flow.


  8. Select Voice Menu

    1. Under Menu prompt, choose Text-to-Speech or MP3 as desired

      1. Text-to-Speech: A voice assistant will read the message you enter into the text editor

      2. MP3: Record and upload your own audio file (MP3) for the system to play aloud

    2. Update the Menu prompt message as desired

    3. Under Invalid option message, choose Text-to-Speech or MP3 as desired

      1. Update the Invalid option message as desired


        Note: This is a message your clients will hear when they press a number that was not listed during the Menu prompt message.


    4. Select Save

  9. Press the + button under Voice Menu to Add an extension


    Tip: Create the extensions in the exact order as they are listed in your voice menu prompt.


    If your prompt says to "press 1 for support," this first extension should be for support.


  10. Select Greeting, Call On or Forward as desired

    1. Greeting: Clients will hear a brief greeting

    2. Call On: Clients will be entered into a queue and answered in the order in which they called

    3. Forward: Calls will be forwarded to a specific user, group, or external number. Your clients will be forwarded to the next step of your call flow if there is nobody available to answer the call.

  11. Select the extension you just created (Greeting, Call On or Forward)

  12. Configure the extension you just created

    1. Select the group or user that should receive this call


      IMPORTANT: We strongly encourage you to forward calls using the softphone options provided.

      Forwarding calls to an external number may interrupt your call flow and prevent the remaining steps of your call flow from taking place.


      Forwarding calls to an external number will also prevent unanswered calls from being marked as missed. Calls that are answered on an external number will not be trackable or recorded.


    2. Select the field next to Move to next step after and adjust the time as desired


      IMPORTANT: If you have chosen to forward a call to an external number, this value should be NO GREATER THAN 20 seconds.

      If this timer exceeds 20 seconds, the incoming call will automatically reach your external device's voicemail, which will interrupt your call flow and prevent the remaining steps of your call flow from taking place.


  13. Select Hold music and choose the music you want your callers to hear while on hold

  14. Select Save

  15. Under the extension you created (Call On or Forward), select Voicemail

    1. Choose Text-to-Speech or MP3 as desired

    2. Update the Voicemail message as desired

    3. Select Save

  16. Repeat Steps 9–15 until you reach the number of extensions listed in your voice menu prompt (i.e., If you have three menu options, create three different extensions)

  17. Select the Voicemail step to the right of your business hours

    1. Choose Text-to-Speech or MP3 as desired

    2. Update the Voicemail message as desired

    3. Select Save

  18. Once you’re satisfied with this call flow, select Create Call Flow to save it

Need more help? See related articles below:

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