Create a Call Flow
What is a call flow?
A call flow is the journey the incoming request will take. Every inbound call to any number is routed using the call flow assigned to the number you’ve purchased. If you haven’t purchased a number yet you still can do so by following this article.
Please note: If you have an external number you’d like to use with Dixa, we can port that over too. To start this process or learn more about porting, feel free contact us.
How can I build my call flow?
Building great flows is the foundation for a stellar customer experience and a massive time saver for teams. With the flow builder in Dixa you get superpowers when editing them which is awesome! So let’s get started!
To set up a call flow can be really simple, all you need to do is the following:
- Select Settings > Phone > Add call flow
- Name the call flow anything you like
- Select the phone number in question.
- Set the flow to Active
You’ll notice a list of actions which you can choose to be part of your call flow. Each action is different and will allow you to customise your call flows. Let’s see what they actually mean:
- Select which queue the incoming calls should go to.
- Select which language the "number in queue" messages should be in
- Option to have 'number in queue message', e.g. we are experiencing a large number of calls at the moment. Please hold." in the selected language.
- If you want to enable a queue timeout select enable under Timeout
- Upload or record an announcement in an mp3 format.
- Select if the call should go to a new action or be disconnected after the announcement has been played.
- Change time zone per phone number
- Set opening hours for each day of the week.
- Give your customers the option to leave a voicemail if on agents are available
- You can route calls based on the phone number that is calling.
- Instead of customers hanging on the line till they get through to someone, why not offer a call back? A message announcement will be played after x amount of time which will allow your customer choose whether they would like to be called back if they would rather stay on the line.
- Have calls forwarded to one or more external phone numbers.
- Call Pattern can be set to: First to pick up and
Sequence; The first number on the list is called and if the call is not answered, then the second, and so on.
- Customise timeout time
- Upload or record an announcement for the Interactive Voice Response (IVR).
- Select the number of options you want under MENU.
- All conversations after this action in the call flow will be recorded and made available to listen to in the conversation view.
- The recordings will be added to the conversation after it's over and are available for all team members.
By default when setting up any new phone number, a flow will automatically be created for you. This is the most basic call flow you can set up too, all this flow will do is re-direct any call made to that specific phone number to be redirected to the default queue within your Dixa. This may be all you need but sometimes we need more. To add/change new conditions which could not be any easier. Here's how:
Here are a few examples of how you can set up your email flow:
Example 1: A Small Company
First, in this call flow, the flow checks to see if the call is happening within opening hours.
If the call is occurring during opening hours it is sent to a queue named Support, otherwise it is sent to voicemail. Voicemails are offered to the available team member, typically the morning after.
Example 2: A Medium Sized Company
In this more advanced call flow, calls are also checked against opening hours first.
If the call happens within opening hours it's sent to a an IVR menu where the customer has to select 1, 2 or 3. Pressing 1 sends the caller to a queue named Support, 2 goes to a queue named Sales and 3 is forwarded to the deliveries queue - from here the customer has the option to be called back or they can wait on the phone till they get through to an agent.