{"id":71,"date":"2026-10-26T12:06:27","date_gmt":"2026-10-26T12:06:27","guid":{"rendered":"https:\/\/api.tocaller.com\/index.php\/support\/build-a-call-flow\/"},"modified":"2026-10-26T15:12:44","modified_gmt":"2026-10-26T15:12:44","slug":"build-a-call-flow","status":"publish","type":"tc_support","link":"https:\/\/api.tocaller.com\/index.php\/support\/build-a-call-flow\/","title":{"rendered":"Build a call flow"},"content":{"rendered":"<p>A call flow decides what happens when someone calls one of your numbers: who rings, what the caller hears, and what happens when nobody answers. You build it on a canvas by connecting steps, called components.<\/p>\n<figure class=\"wp-block-image size-large tc-screenshot\"><a href=\"https:\/\/tocaller.com\/help-screenshots\/help-use-14.png\" style=\"max-width:1440px\"><img src=\"https:\/\/tocaller.com\/help-screenshots\/help-use-14.png\" srcset=\"https:\/\/tocaller.com\/help-screenshots\/help-use-14.png 2880w\" sizes=\"auto, 1440px\" alt=\"Call flow editor with business hours, dial, AI agent, playback audio and voicemail steps connected on the canvas\" width=\"1440\" height=\"900\" loading=\"lazy\" decoding=\"async\" \/><\/a><figcaption class=\"wp-element-caption\">A call flow where an AI agent answers when nobody picks up.<\/figcaption><\/figure>\n<p>The example above never lets a call go unanswered. During business hours the call rings you first. If you don&#8217;t pick up, an AI agent answers and hands the caller over to the team when they need a person. If the AI is unavailable or the team doesn&#8217;t answer, the caller can leave a voicemail. Outside business hours, a short message plays and the caller goes to voicemail.<\/p>\n<h2>Before you start<\/h2>\n<ul>\n<li>Each phone number has its own call flow.<\/li>\n<li>Call flows are edited from <strong>Phone Numbers<\/strong>, which the workspace <strong>Owner<\/strong>, <strong>Admins<\/strong> and <strong>Supervisors<\/strong> can open.<\/li>\n<li>To ring people in your workspace, link them to the number first. See <a href=\"\/help-center\/using-tocaller\/assign-numbers-to-users\/\">Assign phone numbers to users<\/a>.<\/li>\n<\/ul>\n<h2>Open the call flow editor<\/h2>\n<ol>\n<li>In the sidebar, click <strong>Phone Numbers<\/strong>.<\/li>\n<li>In the <strong>Call Flow<\/strong> column, click <strong>+ Configure<\/strong> next to the number.<\/li>\n<\/ol>\n<figure class=\"wp-block-image size-large tc-screenshot\"><a href=\"https:\/\/tocaller.com\/help-screenshots\/help-use-15.png\" style=\"max-width:1178px\"><img src=\"https:\/\/tocaller.com\/help-screenshots\/help-use-15.png\" srcset=\"https:\/\/tocaller.com\/help-screenshots\/help-use-15.png 2356w\" sizes=\"auto, 1178px\" alt=\"Phone Numbers list with the Call Flow column and the Configure buttons\" width=\"1178\" height=\"264\" loading=\"lazy\" decoding=\"async\" \/><\/a><figcaption class=\"wp-element-caption\">Open a number&#039;s call flow from the Call Flow column.<\/figcaption><\/figure>\n<p>The editor opens with <strong>Incoming Call<\/strong> on the canvas. Every call starts there, and it can&#8217;t be deleted.<\/p>\n<h2>Add and connect steps<\/h2>\n<ol>\n<li>In the <strong>Components<\/strong> panel on the right, click a component, or drag it onto the canvas.<\/li>\n<li>Drag from the small point on the right edge of a step to the step callers should reach next.<\/li>\n<li>Click a step to open its settings. To rename it, click its name at the top of the panel.<\/li>\n<\/ol>\n<p>Drag steps to arrange them, and use <strong>\u2212<\/strong> and <strong>+<\/strong> below the canvas to zoom. To remove a step or a connection, select it and press Backspace, or click the delete icon in the step&#8217;s settings.<\/p>\n<h2>The components<\/h2>\n<ul>\n<li><strong>Playback Audio<\/strong>: play a greeting or announcement to the caller.<\/li>\n<li><strong>Dial<\/strong>: ring agents, or forward to an external number.<\/li>\n<li><strong>AI Agent<\/strong>: let an AI agent talk to the caller and hand over to a person when needed.<\/li>\n<li><strong>Menu<\/strong>: let the caller pick an option with the keypad.<\/li>\n<li><strong>Business Hours<\/strong>: route calls differently when you are open or closed.<\/li>\n<li><strong>Voicemail<\/strong>: let the caller leave a voice message.<\/li>\n<\/ul>\n<h2>Ring your team with Dial<\/h2>\n<p>Under <strong>Dialing Option<\/strong>, choose <strong>Internal Dial<\/strong> to ring people in your workspace, or <strong>External Dial<\/strong> to forward the call to a <strong>Forwarding Number<\/strong>. <strong>Ring Duration<\/strong> sets how long it rings, from 10 to 100 seconds, before the call moves on through <strong>If no answer<\/strong>.<\/p>\n<p>With Internal Dial, choose a <strong>Ring Order Type<\/strong>:<\/p>\n<ul>\n<li><strong>Round Robin<\/strong>: one user at a time, starting with whoever has been idle longest.<\/li>\n<li><strong>Random Batch<\/strong>: a random group of users rings at the same time.<\/li>\n<li><strong>Specific Users<\/strong>: the users you choose ring at the same time.<\/li>\n<li><strong>Prioritized<\/strong>: groups of users ring in order of priority.<\/li>\n<\/ul>\n<figure class=\"wp-block-image size-large tc-screenshot\"><a href=\"https:\/\/tocaller.com\/help-screenshots\/help-use-16.png\" style=\"max-width:430px\"><img src=\"https:\/\/tocaller.com\/help-screenshots\/help-use-16.png\" srcset=\"https:\/\/tocaller.com\/help-screenshots\/help-use-16.png 860w\" sizes=\"auto, 430px\" alt=\"Dial step settings with dialing option, ring duration, ring order type and users\" width=\"430\" height=\"509\" loading=\"lazy\" decoding=\"async\" \/><\/a><figcaption class=\"wp-element-caption\">Choose who rings and for how long.<\/figcaption><\/figure>\n<h2>Let an AI agent answer when nobody can<\/h2>\n<p>Connect <strong>If no answer<\/strong> on a Dial step to an <strong>AI Agent<\/strong>, and calls you miss are answered instead of ringing out. Start from a template (<strong>Missed calls<\/strong>, <strong>Common questions<\/strong> or <strong>Take a message<\/strong>), then adjust the <strong>Greeting<\/strong>, the first thing the caller hears, and the <strong>Instructions<\/strong>: what the agent may answer, and when to hand the call to a person.<\/p>\n<p>The AI Agent has two ways out: <strong>Hand Over To Human<\/strong>, for example to ring your team, and <strong>If AI Unavailable<\/strong>, for example to voicemail.<\/p>\n<figure class=\"wp-block-image size-large tc-screenshot\"><a href=\"https:\/\/tocaller.com\/help-screenshots\/help-use-17.png\" style=\"max-width:414px\"><img src=\"https:\/\/tocaller.com\/help-screenshots\/help-use-17.png\" srcset=\"https:\/\/tocaller.com\/help-screenshots\/help-use-17.png 828w\" sizes=\"auto, 414px\" alt=\"AI Agent step settings with templates, agent name, greeting and instructions\" width=\"414\" height=\"810\" loading=\"lazy\" decoding=\"async\" \/><\/a><figcaption class=\"wp-element-caption\">Start from a template and adjust what the agent says.<\/figcaption><\/figure>\n<h2>Route calls by business hours<\/h2>\n<p>In <strong>Business Hours<\/strong>, choose your <strong>Timezone<\/strong>. Under <strong>Schedule<\/strong>, pick the days in <strong>Open on<\/strong> and set <strong>Opens<\/strong> and <strong>Closes<\/strong>. Click <strong>Add a New Time Slot<\/strong> to set different hours for other days. Connect <strong>Open<\/strong> and <strong>Closed<\/strong> to the steps callers should reach in each case.<\/p>\n<figure class=\"wp-block-image size-large tc-screenshot\"><a href=\"https:\/\/tocaller.com\/help-screenshots\/help-use-18.png\" style=\"max-width:410px\"><img src=\"https:\/\/tocaller.com\/help-screenshots\/help-use-18.png\" srcset=\"https:\/\/tocaller.com\/help-screenshots\/help-use-18.png 820w\" sizes=\"auto, 410px\" alt=\"Business Hours step settings with timezone, open days and opening hours\" width=\"410\" height=\"495\" loading=\"lazy\" decoding=\"async\" \/><\/a><figcaption class=\"wp-element-caption\">Set when you are open.<\/figcaption><\/figure>\n<h2>Play a message to the caller<\/h2>\n<p><strong>Playback Audio<\/strong>, <strong>Menu<\/strong> and <strong>Voicemail<\/strong> play the message set under <strong>Audio for Caller<\/strong>. Click <strong>Set a message<\/strong> and choose <strong>Upload File<\/strong>, <strong>Record Audio<\/strong>, <strong>Text to Speech<\/strong> or <strong>Set URL<\/strong>. With Text to Speech, choose the <strong>Language<\/strong> and a voice, type the <strong>Text Message<\/strong> and click <strong>Save<\/strong>.<\/p>\n<figure class=\"wp-block-image size-large tc-screenshot\"><a href=\"https:\/\/tocaller.com\/help-screenshots\/help-use-19.png\" style=\"max-width:410px\"><img src=\"https:\/\/tocaller.com\/help-screenshots\/help-use-19.png\" srcset=\"https:\/\/tocaller.com\/help-screenshots\/help-use-19.png 820w\" sizes=\"auto, 410px\" alt=\"Playback Audio step settings with a text-to-speech message\" width=\"410\" height=\"249\" loading=\"lazy\" decoding=\"async\" \/><\/a><figcaption class=\"wp-element-caption\">The message the caller hears.<\/figcaption><\/figure>\n<h2>Save your call flow<\/h2>\n<p>Changes take effect only when you save. While you edit, the header shows <strong>Unsaved changes<\/strong>. Click <strong>Save<\/strong> to apply the flow to the number, or <strong>Discard<\/strong> to go back to the last saved version.<\/p>\n<p>A step that isn&#8217;t finished shows a warning icon, and <strong>Save<\/strong> stays disabled until it&#8217;s fixed. Hover the icon to see what&#8217;s missing, for example <strong>There is no message to play.<\/strong> or <strong>No agents are selected to ring.<\/strong><\/p>\n<p>If you try to leave with unsaved changes, ToCaller asks <strong>Leave without publishing?<\/strong> Click <strong>Publish<\/strong> to keep your changes, or <strong>Leave anyway<\/strong> to discard them.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Decide what happens when someone calls your number: ring your team, let an AI agent answer missed calls, route by business hours and take voicemail.<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"footnotes":""},"tags":[],"support-categories":[4],"class_list":["post-71","tc_support","type-tc_support","status-publish","hentry","tc_support_category-using-tocaller"],"tocaller_featured_image":null,"tocaller_screenshots":[],"tocaller_related":[],"_links":{"self":[{"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/support\/71","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/support"}],"about":[{"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/types\/tc_support"}],"author":[{"embeddable":true,"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/users\/2"}],"version-history":[{"count":4,"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/support\/71\/revisions"}],"predecessor-version":[{"id":117,"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/support\/71\/revisions\/117"}],"wp:attachment":[{"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/media?parent=71"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/tags?post=71"},{"taxonomy":"tc_support_category","embeddable":true,"href":"https:\/\/api.tocaller.com\/index.php\/wp-json\/wp\/v2\/support-categories?post=71"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}