Creating a voice menu call flow

  • Updated

 

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.

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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.

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 basic call flow in Workiz has never been easier.

  1. From the navigation bar, select the profile/gear icon > Settings
  2. Under Calls & Texts, select Call flows
  3. Select Create call flow
  4. Select Voice menu

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 Voice menu
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  2. Customize your menu prompt:
    1. Select Text-to-speech or MP3
  3. Customize the invalid option message that callers hear when pressing an option not listed on your menu prompt:
    1. Select Text-to-speech or MP3
    2. Select Save

Creating your voice menu extensions

  1. Under Voice menu, select Add extension to add your first extension
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  2. Select Greeting, Call on, or Forward
  3. On the left side of your call flow, select the extension step you created in Step 2
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  4. Customize your step by choosing the user or group that should receive these calls, how long a caller should wait before moving onto the next step, and more
  5. Select Save
  6. Repeat Steps 1-6 until you have created all of your extensions

Setting your voicemails

  1. On the left side of your call flow, select the Voicemail steps under your first extension
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  2. Customize your voicemail message:
    1. Select Text-to-speech or MP3
    2. Select Save
  3. Repeat Steps 1–2 for your remaining extensions
  4. On the right side of your call flow, select Voicemail
  5. 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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