A Visual Call Flow is the routing logic that runs when someone calls a number connected to your account. You build it visually by connecting nodes: an IVR menu for pressing options, Wait for Agent for live-agent queues, AI Receptionist for AI handling, voicemail, time-based splits, and more. Once saved, you attach the flow to a phone number or a call group.
1. Open Visual Flows
Visual Flows live in Settings → Visual Flows (under the Phone section). This is where you build the routing logic that runs whenever someone calls one of your numbers.
2. Click Create Flow
The Create Flow button opens the visual canvas. You drag nodes from the left panel onto the canvas and connect them to build a call flow: IVR menus, AI receptionist, wait-for-agent queues, voicemail, time-based routing, and more.
3. Build your call flow on the canvas
Drop the nodes you need and wire them together. For an IVR flow, typically: Incoming Call → IVR Menu → branches per digit pressed → Wait for Agent / Voicemail / AI Receptionist.
4. Set the ring duration
On the Wait for Agent node, Ring Duration controls how long the call rings the queue before falling through to the next step. Default is around 30 seconds; raise it if your agents need more time to pick up.
5. Set the maximum wait time
Maximum Wait Time caps how long a caller stays in the queue before being routed onwards (typically to voicemail). Set this based on how long you're willing to make a customer wait.
6. Enable hold music
Toggle Enable Hold Music on if you want callers to hear music instead of standard ringing while they wait. With it off, callers hear normal ringback tones.
7. Open music settings
Hold music settings give you control over what plays. You can use a URL to a hosted audio file or upload your own.
8. Upload a music file
Upload an MP3 or WAV. It plays on loop while callers are in the queue. Keep it short and on-brand — long instrumental loops work better than vocals or anything that resets jarringly.
9. Save the flow
Click Save Flow to commit your changes. The flow isn't live yet — it has to be attached to a phone number or a call group before any calls actually use it.
10. Open Call Groups
Head to Settings → Call Groups. This is where you wire your saved flow to actual phone numbers, either directly or via a group of numbers.
11. Edit a call group
Pick the call group you want to use this flow. Click Edit to open it.
12. Assign your flow to the group
In the Visual Flow dropdown, pick the flow you just saved. Every call to any number in this group will now follow this flow.
13. Save Changes
Hit Save Changes and the flow is live. The next inbound call follows the new routing.
