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Business hours, failover and voicemail with Flow

A phone number handler sends every call to one number. For anything more, build a Flow and use it as the handler. Flow is Enfonica's drag-and-drop call flow editor; see Flow for how it works.

This page gives two flows agencies commonly need, and a Call step setting worth using in both. Build them in the Flow editor, publish, then select the flow as a handler on the site, pool or static number. See Route incoming calls.

Before you begin

  • You have the Owner or Editor role in the project.
  • You know the business's hours, the numbers to ring, and who should receive voicemails.

Ring the office, then a mobile, then take a voicemail

Use this when a missed call must not be lost.

  1. Add a Call step. Add the office number as the recipient and set a ring time, such as 20 seconds.
  2. Under the Call step's Incomplete exit, add a second Call step with the mobile number.
  3. Under the second Call step's Incomplete exit, add a Voicemail step. Add the email addresses that should receive the message, write a prompt, and turn on transcription.
  4. Publish the flow.

To ring several people at once, put all their numbers in one Call step and set the Strategy to Simultaneous. To ring them one after another, use Linear.

Business hours and after hours

  1. Add a Time & Day step. Set the criteria to the business's hours, such as 08:30 to 17:00, Monday to Friday, and set the time zone.
  2. Under the Match exit, add a Call step with the business number, and a Voicemail step under its Incomplete exit.
  3. Under the No Match exit, add an after-hours Voicemail step, or a Call step to an after-hours number.
  4. Publish the flow.

For public holidays, add a Date step above the Time & Day step with the holiday dates, and send its Match exit to the after-hours path.

Tell staff the call is a tracked call

The Call step's Call Whisper plays a short message to the person who answers before the caller is connected, such as "Call from the website". Use it so staff know the call came through a tracking number, or to name the campaign on a static number's flow.

Flow also has Menu for keypress options, Play for announcements, Route by Caller ID, and Route by State and Route by Postcode for multi-location businesses. See Flow steps.

Call recording and the consent preamble are set on the tracking site, pool or static number, not in the flow, and they apply before the flow runs. Don't add a Record step to the flow as well. See Record calls and play a consent message.

Reuse a flow

One published flow can be the handler for several sites, pools and static numbers. Changes to the flow apply everywhere it is used once you publish them.

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