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: Settings > Phone > Add call flow

You can name the call flow anything you like. 

Important: Be sure to select the phone number in question & activate the flow

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. 

To learn more about timeout you can read this article here.


  • 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.

Learn more on how to upload your announcements here

Opening Hours

  • Change time zone per phone number 
  • Set opening hours for each day of the week.

Learn more on editing/changing opening hours here


  • Give your customers the option to leave a voicemail if on agents are available

Caller routing

  • You can route calls based on the phone number that is calling.

Learn more about this here.

Call Back

  • 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.

    Please note that callback action should have the queue action proceeding, it as a callback conversation should go to a queue.

Learn more about this here.

Forward call

  • 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

    Please note that if any of the agents in the sequence have a voicemail set - system will play end user agent's voicemail instead of offering a call to other agents (voicemail is treated by a system as a successful call connection/call answered).

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IVR menu

  • Upload or record an announcement for the Interactive Voice Response (IVR). 
  • Select the number of options you want under MENU.

Call recording

  • 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.

Learn more about this here.


  • You can use this action in your flow if you would like to automatically apply a certain tag or tags to a call that gets routed through the flow.

Branch & Integration (Advanced Routing)

  • Setup logical conditions to check the value of variables and route accordingly. 
  • It's possible to add multiple conditions with AND/OR logic for creating highly granular flows.
  • Check the article on integrating external data into your flows for more advanced variable options for the branch block.

Phone input

  • Use the phone input block for storing user input of any size, and use it in other flow blocks like the branch block further down in the flow.
  • A use case would be for a customer to enter- and validate an order number, and route that conversation accordingly.

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.