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Introduction to callflows
Detailed call flow instructions can be found here: https://support.vxt.co.nz/intro-callflow
A call flow is simply a set of rules that tells VXT what to do when someone calls your phone number. Think of it as a roadmap: the call comes in, and the flow decides where it goes – to a person, a group, a voicemail, or a menu of options.
Why call flows matter
Without a call flow, every incoming call just rings and rings. With a call flow, you can make sure calls are answered by the right person during office hours, go to voicemail after hours, and never get lost.
How it works
Every call flow starts with an incoming call and then moves through one or more steps – actions you choose that happen in order. If one step doesn't resolve the call (for example, nobody picks up), it moves to the next step automatically.
Common steps you'll use
Ring users - Choose who the call rings. This could be one person, a group (like your reception team), or everyone assigned to that number. You set how long it rings before moving on.
Schedule - Route calls differently depending on the time of day. For example, ring your team during business hours and send calls straight to voicemail after hours.
Send to voicemail - Sends the caller directly to a voicemail inbox.
Play audio - Plays a recorded message to the caller, such as a welcome greeting or an after-hours message, before the flow continues to the next step.
Call menu - Gives callers options to choose from by pressing a number on their keypad (e.g. "Press 1 for accounts, press 2 for reception").
Divert - Forwards the call to an external phone number, such as an answering service.
A typical example
Most firms set up something like this: a call comes in → during office hours, it rings reception for 30 seconds → if no one answers, it goes to voicemail. After hours, it goes straight to voicemail. That's a complete call flow using just three simple steps.
Setting up a call flow
- Click the Admin button in the bottom left corner of your screen.
- Select Call flow builder from the admin menu.
- Click + New call flow in the top right corner.
- Your flow starts with an Incoming Call step. Click the + icon underneath it to add your first step.
- Choose the step you want (e.g. Schedule, Ring Users, Send to Voicemail).
- Click Configure on any step to adjust its settings, such as business hours or which users should ring.
- Keep clicking the + icon after each step to add the next action in your flow.
- Give your call flow a name and click Save.
That's it. You can always come back and edit your call flow later by finding it in the Call flow builder.
For detailed walkthroughs and examples, please see our full Call flows support page.