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.


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



Creating a basic call flow

With the upgraded call flow builder, creating a basic 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 Basic

  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. In the middle of your call flow, 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. 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

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

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

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

    2. Update the Greeting message as desired and select Save

  9. Select Call On

  10. Configure the Call On step

    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.


    3. Select Hold music

      1. Choose the music you want your clients to hear while on hold and select Save

  11. On the left side of your call flow, select Voicemail

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

    2. Update the Voicemail message as desired and select Save

  12. On the right side of your call flow, select Voicemail

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

    2. Update the Voicemail message as desired and select Save

  13. 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.

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