Answering and routing
What happens between the phone ringing and a human saying hello. Greetings, menus, capturing what the caller keys in, and getting them to the right person or queue.
11 nodes of 37
AI Agent
Hands the caller to a speech-to-speech AI agent.
Connects the caller to an AI agent that talks with them in real time - it can look things up, take details, and decide when a person is needed.
When to use it. Front-desk answering, qualification, after-hours cover, or anywhere a short conversation can resolve the call or route it better than a menu.
- Completed · The agent finished and the caller needs nothing else.
- Wants a human · The caller asked for a person, or the agent decided one was needed.
- Escalated · The caller was upset or raised something needing authority.
- No answer · The caller never said anything.
- Failed · The agent could not run - disabled, unreachable, or timed out.
Capture Digits
Asks the caller to key in a number and stores it.
Plays a prompt, collects up to Max digits, and writes them to a flow variable you name. Re-prompts if too few digits arrive, up to the retry limit.
When to use it. Account numbers, invoice or policy numbers, dates of birth, an amount, a PIN. Anything longer than a single keypress - for "press 1 for Sales" use Route to IVR instead.
- Collected · Caller keyed in enough digits.
- No input · Caller entered nothing, or too few digits, once the retries ran out.
- Name the variable something you will recognise later: ACCOUNT_NO reads better than VAR1 inside a webhook body.
- Read it back before acting on it. A Playback of "I heard ${ACCOUNT_NO}" costs one node and prevents a wrong lookup.
- Never speak a captured card number back to the caller, and do not put one in a prompt.
External Dial
Dials an external number or SIP URI.
Calls an external phone number or a SIP URI; branches on the outcome.
When to use it. Forward to a mobile, transfer to an external partner or SIP endpoint.
- Answered · The destination connected.
- Busy · The destination was busy.
- No answer · No pickup before the ring time elapsed.
- Set the ring time so unanswered calls fall through promptly.
- Internal people/teams use the Route-to-User/Role/Team or Queue nodes instead.
Playback Audio
Plays a greeting or message to the caller.
Plays an uploaded audio file, or speaks text via your Brand Voice Kit (AI voice), then continues.
When to use it. Opening greetings, "please hold", legal disclaimers, after-hours notices.
- Next · Continues once the audio finishes.
Queue
Places the caller in a call queue.
Enqueues the caller with hold music and your queue's distribution strategy until an agent answers or it times out.
When to use it. ACD / contact-centre style waiting.
- Answered · An agent took the call.
- Timeout · Max wait reached before an agent answered.
Route to IVR
Asks the caller to press a key and branches on their choice.
Plays a prompt, gathers DTMF digits, and routes each key to its own branch. Re-prompts on no input / wrong key up to the retry limit.
When to use it. "Press 1 for Sales, 2 for Support" auto-attendants.
- Timeout · Caller pressed nothing within the time limit.
- Invalid · Caller pressed an unmapped key after retries.
- Keep menus to 3-5 options.
- Timeout is per attempt.
Route to Role
Rings everyone in a CRM role.
Fans the call out to members of a role; first to answer wins.
When to use it. "Any available manager", tiered escalation.
- A connected, empty Voicemail node downstream auto-fills with this recipient's box.
Route to Team
Rings everyone on a team.
Fans the call out to a team's members; first to answer wins.
When to use it. Departmental hunt groups.
- A connected, empty Voicemail node downstream auto-fills with this recipient's box.
Route to User
Rings one specific agent's devices.
Calls a chosen user on all their registered devices; branches on whether they answered.
When to use it. Direct line to a named person.
- Answered · The user picked up.
- No answer · The user didn't answer in time.
- Busy · The user was on another call.
- Unavailable · The user was offline / unreachable.
- A connected, empty Voicemail node downstream auto-fills with this user's box.
- If the user has Call Forwarding set on their extension, picking them auto-builds the matching No-answer / Busy / Unavailable branches.
Send to Flow
Jumps to another call flow.
Hands the call to another published flow and runs it from its Entry.
When to use it. Shared sub-routines (a common after-hours flow reused by many lines).
- The target must be published; drafts are ignored at call time.
- Limited to 8 hops to prevent loops.
Send to Voicemail
Sends the caller to a voicemail box.
Plays the box greeting, records a message, then continues.
When to use it. After-hours or no-answer message capture.
- After message · Continues once the recording ends (e.g. to send an email).
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