Workflows

Workflows let you route calls and automate follow-up without code. Admins build them under Admin, then Workflows. Workflows are part of the Pro and Contact Centre plans.

Two kinds of workflow

• Voice workflows answer a call and decide where it goes: play a message, run a menu, collect digits, check data, then transfer, park, send to voicemail or hang up.
• Automation workflows run in the background after something happens, such as a call ending or a text arriving.

Create a workflow

1. 1

   Start

   Select Create Workflow, or New from template to start from IVR menu, After hours, PIN check or Press 1 for sales.

2. 2

   Name and type

   Enter a Name, an optional Description, and pick Voice or Automation.

3. 3

   Add steps

   Add steps in the List or Canvas view.

4. 4

   Test

   Select Test run to walk through the workflow without placing a call.

5. 5

   Publish

   Publish when it's ready. Each publish saves a new version.

Voice workflows

Steps: Play, Menu, Collect, Set variable, Branch, Customer data, External API, Transfer, Park, Go to, Sub-workflow, AI Agent, Voicemail and Hang up.

To use one, edit a number, open the Routing tab, and pick it for open hours or closed hours. A workflow on a number overrides its IVR menu, ring group and AI settings. If a workflow can't continue, the call goes to voicemail.

Automations

An automation starts when:

• A disposition is logged.
• A call ends.
• A call is missed.
• A voicemail is left.
• A call recap is ready.
• An AI Moment is detected.
• An SMS is received.

You can limit it to certain numbers and to inbound or outbound calls. Steps: Branch, Webhook, Add to do-not-call, Schedule a callback, Tag contact, Send message, Create note, Create task, Wait, AI classify, AI extract and AI generate.

Secrets

Store API keys for External API and Webhook steps under Secrets. Use one in a header as {{secret:NAME}}. Values are encrypted, never shown again and left out of run logs. Names start with a letter and use letters, digits and underscores, up to 50 characters.

Limits

• Up to 50 steps per workflow.
• A Go to step can revisit a step up to 10 times.
• Sub-workflows nest up to 3 deep.
• A Wait step lasts up to 7 days.
• External calls time out after 10 seconds.

See what happened

Each call's page shows the workflow steps it went through. A published workflow shows step analytics for the last 7 or 30 days, and Analytics has a Workflows tab for admins.