Why it matters
Call flows control how incoming Whippy Business Phone calls are handled. A well-configured call flow ensures callers reach the right destination automatically, reduces missed calls, and creates a consistent experience during business hours and after hours.
Using call flows, you can forward calls directly, route callers through menus, or apply different logic based on time, availability, or caller input.
Key Concepts
Call Flow:
The set of rules that determines what happens when someone calls your Business Phone channel.
Forwarding Action:
A routing option that sends calls to a phone number, user, team, agent, queue, or other destination.
IVR (Interactive Voice Response):
A guided menu that callers can interact with (for example, “Press 1 for Sales”).
Fallback Action:
The action taken when a call is unanswered, forwarding fails, or an unexpected issue occurs (for example, voicemail or ending the call).
After-Hours Routing:
Separate call behavior that applies outside of configured business hours.
Step-by-Step: Access Call Flow Settings
Go to Settings → Organization Settings → Channels.
Locate the Whippy Business Phone channel you want to configure.
Click the three-dots menu in the Actions column.
Select Edit Channel.
Open the Call Flow tab.
This tab contains all routing, forwarding, IVR, greeting, and fallback settings for the channel.
Step-by-Step: Enable Channel-Specific Call Flows (Optional)
Toggle Override Organization Settings On if you want this channel to use its own call flow rules.
When enabled, greetings, IVR menus, forwarding, recording, and after-hours behavior can be customized specifically for this Business Phone channel.
Where You Can Apply Call Forwarding
Call forwarding can be configured in three primary places:
Direct routing (simple forwarding)
IVR menus (menu-based forwarding)
After-hours routing
Choose the option that best matches your workflow.
Option A: Forward All Calls Directly (Simple Forwarding)
Use this when every incoming call should go to the same destination.
In the IVR Routes section, select Direct Connection (or equivalent direct routing option).
Click Edit to configure the destination.
In the Action field, choose one of the following:
Forward to phone number
Forward to user
Forward to team
Forward to agent
Enter or select the destination:
Phone number: enter the full number (including country code)
User: select a Whippy user
Team: select a team and configure ring order
Agent: select a Voice AI or agent
Click Stage Changes.
Scroll down and click Save Changes.
Option B: Forward Calls Using an IVR Menu
Use this when callers should choose where their call goes.
In the IVR Routes section, select Guided Call Flow.
Set a Menu Greeting (optional but recommended).
Scroll to the IVR Menu section.
Click Add Another Option.
Set the Index (for example,
1for “Press 1 for Sales”).Choose an Action:
Forward to phone number
Forward to user
Forward to team
Forward to agent
Enter the destination details.
Repeat for additional menu options.
Click Stage Changes.
Click Save Changes at the bottom of the page.
Option C: Configure After-Hours Call Forwarding
Use this to route calls differently outside business hours.
Ensure Business Hours are configured for the channel.
Scroll to the After Business Hours section in Call Flow.
Toggle After Business Hours On.
Select an Action:
Forward to phone number
Forward to user
Forward to team
Forward to agent
Voicemail
End call
Enter or select the destination.
Click Stage Changes.
Click Save Changes.
Calls received outside business hours will now follow this routing logic.
Using Fallback Actions
Fallback actions define what happens when:
No one answers
A forwarding destination is unavailable
A call times out
You can set fallback actions to:
Voicemail
Another forwarding destination
End the call
Always configure a fallback to prevent callers from getting stuck.