Why it matters
Call Flow controls what happens when a customer calls a phone channel, including routing, menus, greetings, and fallback handling where supported.
Key Concepts
Call Flow tab: The Call Flow tab appears only for supported phone channels, such as Twilio phone channels.
Routing behavior: Call routing determines whether calls go directly to a destination, through a menu, or to another fallback path.
Business hours relationship: Phone call handling may depend on whether the channel is open or closed.
Step-by-Step: Review a phone channel call flow
Open Settings > Channels.
Select a supported phone channel.
Open the Call Flow tab.
Review the current call routing and menu behavior.
Update greetings, routing destinations, or fallback behavior only when needed.
Review Business Hours if call handling should differ after hours.
Test the phone number after making call flow changes.
Tips and Best Practices
Call Flow is channel-specific. Update each phone channel separately.
Keep menu options simple so callers can reach the right team quickly.
Test after-hours behavior as well as open-hours behavior.
Confirm provider phone setup in Accounts if the channel cannot receive calls.
Troubleshooting
Issue | Possible Cause | Fix |
Call Flow tab is missing | The channel may not be a supported phone channel. | Confirm the channel type and provider. Use other channel tabs for non-phone channels. |
Calls route to the wrong destination | The call flow destination or menu option may be misconfigured. | Open Call Flow and review each configured route. |
After-hours calls behave incorrectly | Business hours or after-hours call handling may be out of date. | Review Business Hours and then review Call Flow. |