Build your call flow

You're on step 4 of 7.

By the end, your call flow is built and applied to your number, so from the day it moves, calls reach the right people during office hours and after.

You can do this while your numbers are still moving. The call flow takes over as soon as calls start coming in on VXT.

What a call flow is

A call flow is a set of rules that tells VXT what to do when someone calls one of your numbers. The call comes in, and the call flow decides where it goes: to a person, a group, voicemail, or a menu of options.

Without one, a number just rings its assigned users (Ring assignee). With one, calls reach the right person during office hours, go to voicemail after hours, and never get lost.

Assigned users vs. who answers

A number's assigned users see its calls, missed calls and voicemails (step 3), but that's not the same as who answers it. The call flow decides who rings and in what order. Several calls can come in on one number at once, so callers won't hear a busy signal.

How it works

Every call flow starts with an incoming call and moves through steps in order. If a step doesn't end the call (say nobody picks up), it moves on to the next step automatically.

Steps you can use

• Ring users: rings one person, a group (like your reception team), or everyone on the number. You set how long it rings before moving on.
• Schedule: sends calls different ways by time of day. For example, ring your team during business hours and go straight to voicemail after hours.
• Send to voicemail: sends the caller to a voicemail inbox.
• Play audio: plays a recorded message, like a welcome greeting or an after-hours message, then carries on.
• Call menu: gives callers options on their keypad ("Press 1 for accounts, press 2 for reception").
• Divert: forwards the call to an outside number, like an answering service.

What most firms set up

A call comes in. During business hours it rings one teammate, then a group of teammates at once if the first doesn't answer, then goes to voicemail. After hours it goes straight to voicemail. That's a complete call flow.

Build it

1. Click Admin in the bottom left, then Call flow builder.
2. Click + New call flow in the top right.
3. Your call flow starts with the incoming call. Click Add action under it to add your first step.
4. Add a Schedule. Click Configure and set your business hours (for example, 8 to 5). The schedule splits into two paths: inside hours and outside hours.
5. Under inside hours, click Add action and pick Ring users. Choose who rings (one person or a group) and how long it rings before moving on (for example, 15 seconds).
6. To ring someone else if nobody answers, add another Ring users step under the first. A Ring users step can ring several people at once; whoever answers first takes the call.
7. End the path with Send to voicemail. By default this is the number's voicemail box, which its assigned users can see.
8. Under outside hours, click Add action and pick Send to voicemail. Or click Connect, then click the voicemail step you already added, so both paths use it.
9. Name the call flow, make sure it's shared with the team, and click Save. It shows up as a draft in Call flow builder until you apply it to a number.

Don't see someone? Invite anyone you missed when you created your account: click Admin, then Users, then Invite people. They'll show up here once they're invited.

Apply it to your number

⚠️ Don't skip this. Saving a call flow doesn't turn it on. It does nothing until you apply it to a number. This is the step most firms miss, and it's why calls keep ringing only the assigned users.

1. Click Admin, then Phone numbers.
2. Click your number.
3. Click its current call flow, Ring assignee.
4. Choose the call flow you just built. It applies straight away; there's no Save button.
5. Do the same for every number that should use this call flow.

You're done when each number shows your call flow's name in Phone numbers, not Ring assignee, and the call flow no longer shows as a draft in Call flow builder. Once your numbers have moved, call each one from your cell to check the right people ring.

My call flow isn't working. Check two things:

• Is it applied? In Phone numbers, the number should show your call flow's name. If it still says Ring assignee, apply it (see above).
• Have your numbers moved? Incoming calls only reach VXT, and your call flow, from your go-live date.

You can edit a call flow any time from Call flow builder. For detailed walkthroughs and more examples, see the call flows support article.

Stuck? Reply to your welcome email and your implementation manager will help. If something in VXT isn't working, use the Support button or email [email protected].