Call flows & IVR

Call flows define what a caller hears and experiences from the moment they dial your agency number. You control the welcome message, which extensions they can press, how groups of agents ring in sequence, what plays while they wait, and where voicemail goes. Each location in your account has its own independent call flow.

Getting there

Go to Account → Locations, then click the call settings chip on any location card — or navigate directly to Account → Settings → Call Settings. If you manage multiple locations, use the location selector at the top of the page to switch between them.

Caution

You must have at least one location configured before you can set up a call flow. Add a location first under Account → Locations.

Inbound vs. outbound

The page has two tabs: Inbound and Outbound. Inbound covers everything a caller experiences when they reach you. Outbound settings apply to calls your team places.

Inbound call flow sections

Each section below is a collapsible accordion. Expand a section to configure it, then save your changes.

Welcome Message — Play a greeting when the call connects. Choose between text-to-speech (select a voice and type the script) or upload a recorded audio file.

Recording — Toggle call recording on or off. When enabled, a disclosure message plays automatically to inform callers that the call is being recorded.

Extensions / IVR — Set up a phone menu. Each extension maps to a key the caller presses (e.g., “Press 1 for Health, press 2 for Auto”). Give each extension a label, an extension number, and a speech prompt. Each extension you create becomes its own IVR sub-group with its own ring groups and voicemail — see below.

Ring Groups — Assign agents to ring groups. Each group has a list of users, a timeout in seconds, and a repeat count. Groups ring in sequence: group 1 rings first, and if no one answers, group 2 rings next. This lets you escalate calls through tiers of staff.

Voicemail — Choose the voicemail greeting (TTS or recorded audio) and configure an automatic SMS reply that sends to the caller after they leave a voicemail.

Hold Music — Pick from six library tracks: Ambient, Classical, Electronica, Guitar, Rock, or Softrock. Hold music plays while callers wait in a ring group.

Settings — Enable or disable “Ring when available” (agents only ring when their status is set to available) and toggle call recording as a global on/off.

IVR sub-groups

When you add extensions, each extension becomes a tab at the top of the IVR section. Selecting an extension tab lets you configure ring groups, voicemail, and other settings specific to that extension — completely independent of the main flow and other extensions.

Tip

The example flow in the CLAUDE.md reference has extensions for Health (1), Auto (2), Commercial (3), Medicare (4), and Operator (0). Each has multiple tiered ring groups with different agents and timeouts. Use this pattern for any multi-line agency.

Saving and resetting

• Save commits all changes across all accordion sections.
• Reset discards unsaved changes and restores the last saved state.
• Clear removes all configuration from the current flow (use with caution).

If you navigate away with unsaved changes, the browser will display a warning prompt.

Tips

• Ring group timeouts add up. If group 1 has a 30-second timeout and group 2 has a 20-second timeout, a caller waits up to 50 seconds before reaching voicemail. Keep totals reasonable.
• Text-to-speech voices vary in quality. Record a test call before going live with a new welcome message script.
• Outbound call settings are configured on the Outbound tab and do not affect inbound behavior.