Call flows and routing
IVR menus, queues, business hours and failover.
Open Call flows and drag a Menu block onto the canvas. Record or upload a greeting, then connect each keypress to a destination such as a user, ring group or voicemail. Changes go live as soon as you save.
Each flow can carry its own schedule, including holidays. Outside those hours the flow follows whichever branch you set: voicemail, an overflow to another region, or a mobile number.
Failover rules take over at the network level, so callers never hear a dead line. You can route to mobile numbers, another site or voicemail, configured per queue or per user.
Yes, on the Scale plan. Tag agents with skills such as language or product area, then add a Skills block to the flow so callers reach someone who can actually help them.
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