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.
- From the navigation bar, select the profile icon > Settings
- Under Calls & Texts, select Call flows
- Select Create call flow
- Select Basic
Adding basic flow details
- Enter your basic flow details:
- Flow name
- Assigned numbers: Choose the number(s) you want to assign to this flow
- Record calls: Decide if you want to record calls from this flow
- Select Save
Setting your business hours
- In the middle of your call flow, select Business hours
- Set your business hours and select Save
Creating a greeting
- On the left side of your call flow, select Greeting
- Customize your greeting message:
- Select Text-to-speech or MP3
- Select Save
Defining your call flow behavior
- On the left side of your call flow, select Call on
- Customize your call on step:
- Select the group or user that should receive these calls
- Select the Move on to next step after field and adjust the time as desired
- Select Hold music and choose the music you want callers to hear
- Select Save
Setting your voicemails
- On the left side of your call flow, select Voicemail
- Customize your voicemail message:
- Select Text-to-speech or MP3
- Select Save
- On the right side of your call flow, select Voicemail
- Customize your voicemail message:
- Select Text-to-speech or MP3
- Select Save
Saving your call flow
- 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.