Creating a basic call flow

  • Updated

 

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.

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 the gear icon () > Settings
  2. Under Calls & Texts, select Call flows
  3. Select Create call flow
  4. Select Basic

Adding basic flow details

  1. Enter your basic flow details:
    1. Flow name
    2. Assigned numbers: Choose the number(s) you want to assign to this flow
    3. Record calls: Decide if you want to record calls from this flow
    4. Select Save

Setting your business hours

  1. In the middle of your call flow, select Business hours
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  2. Set your business hours and select Save

Creating a greeting

  1. On the left side of your call flow, select Greeting
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  2. Customize your greeting message:
    1. Select Text-to-speech or MP3
    2. Select Save

Defining your call flow behavior

  1. On the left side of your call flow, select Call on
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  2. Customize your call on step:
    1. Select the group or user that should receive these calls
    2. Select the Move on to next step after field and adjust the time as desired
    3. Select Hold music and choose the music you want callers to hear 
    4. Select Save

Setting your voicemails

  1. On the left side of your call flow, select Voicemail
    Group 4447.png
  2. Customize your voicemail message:
    1. Select Text-to-speech or MP3
    2. Select Save
  3. On the right side of your call flow, select Voicemail
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  4. Customize your voicemail message:
    1. Select Text-to-speech or MP3
    2. Select Save

Saving your call flow

  1. After setting up your call flow, select Create call flow at the top of the page

Incoming calls to the numbers in this call flow will now be routed accordingly.

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