In this article, you will learn how to set up a basic 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 addressing 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 basic call flow.
Creating a basic call flow
With the upgraded call flow builder, creating a basic call flow in Workiz has never been easier.
From the navigation bar, select Settings > Settings
Under Calls & Texts, select Call flows
Select Create call flow
Complete the Basic info fields:
In the Flow Name field, enter a name for your call flow
Select the Assigned numbers dropdown menu and choose the Workiz number(s) you want to assign to this call flow
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
At the bottom of the Basic info pane, select Save
In the middle of your call flow, select Business hours
On the left side of your call flow, select Greeting to customize the message your clients will hear when dialing your number during business hours
Select Call On
Configure the Call On step
On the left side of your call flow, select Voicemail
On the right side of your call flow, select Voicemail
Choose Text-to-Speech or MP3 as desired
Update the Voicemail message as desired and select Save
Once you're satisfied with this call flow, select Create Call Flow to save it
Incoming calls to this Workiz Phone number will now be routed accordingly.
Need more help? See related articles below: