Answer every call the way you would if you were there.

A call flow decides what happens when someone calls one of your agency numbers: business hours and after hours, who rings and in what order, key-press menus, voicemail and how repeat callers are routed.

See how it works

The call flow editor: setup rail with business hours, basic call setup, missed call preferences and repeating caller, the numbers the flow answers, and the Incoming Call canvas.

Two branches

Business hours and after hours.

Set the days and the opening and closing times. Anything inside the window follows the Business Hours branch; everything else follows Non Business Hours. Each branch is an ordered stack of steps.

Single forward, simultaneous or sequential ring
Voicemail with a typed or recorded greeting
An IVR menu as the first step, with a branch per digit
Lines forward to a phone number or ring in the app

The Call Flow list with three flows, their numbers, hours and a summary of the business-hours and after-hours branches.

Details that matter

Whisper, caller ID, repeat callers.

Play a whisper message to the agent before connecting, show the caller’s number or the company number, greet callers, and send a repeat caller back to the member they reached last time.

Ring time per step, from 10 seconds to 2 minutes
Notify the assigned agent about missed calls
Optional recording of incoming calls with a notice
Pause a flow without deleting it; changes apply to live calls on save

The call flow canvas showing the Incoming Call node, the Business Hours branch and an IVR step with three options.

How it works

Call Flows, step by step.

Add a call flow
Name it and choose which agency-owned numbers it answers.
Set the schedule
Days, opening and closing times, time zone.
Build the branches
Forwarding, voicemail and IVR steps for business hours and after hours.
Save
Numbers start answering as soon as calling is connected.

Questions

Good to know.

Which numbers can a call flow answer?

Numbers owned by your agency in RLTR. Verified personal caller IDs keep their own phone service and cannot answer a flow.

Where do voicemails and recordings go?

Greetings can be typed and read by a computer voice, chosen from your agency’s recordings, uploaded as MP3 or WAV, or recorded in the browser. Missed calls can notify the assigned agent.

Is texting the caller back available?

The missed-call text-back option exists in the editor but is skipped until agency texting is enabled. The editor says so on the screen.

Works with

Prospecting