We're thrilled to announce the rollout of Dynamic Call Flows, giving you unprecedented control over your phone support operations. This powerful new feature transforms how you manage incoming calls, enabling you to create sophisticated, multi-level routing systems that deliver exceptional customer experiences.

What's New

Dynamic Call Flows replaces our previous phone routing system with a visual editor that lets you map out exactly how a customer call will be handled in our system. Whether you need simple call forwarding or complex multi-tier IVR menus, you now have the flexibility to build the perfect solution for your team.

Key Features Available Now

📞 Visual Call Flow Editor
Design and visualize your entire call routing system with an intuitive interface. See exactly how customers will move through each step of their call journey, from initial greeting to resolution.

🔀 Multi-Level IVR Menus
Create sophisticated interactive voice response systems with up to 9 options per menu level. Guide customers to the right department or resource with nested menus that make navigation intuitive.

⏰ Intelligent Time-Based Routing
Automatically route calls differently based on your business hours or custom schedules. Send after-hours calls to voicemail while ensuring business-hour calls reach the right queue.

🎯 Customer-Based Routing
Route VIP customers to priority queues or direct specific customer types to specialized teams based on their profile fields. Match customer attributes to create personalized call experiences.

⚙️ Custom Queue Management
Configure skip queue behavior to match your support strategy, ensuring urgent calls get the attention they need.

🔄 Flexible Call Actions
At any point in the flow, you can also:

• Play custom messages or text-to-speech greetings

• Route calls to specific queues

• Forward to external phone numbers

• Transition customers to SMS support

• Send callers to voicemail with custom messages

• Route calls to other internal integrations

📊 Comprehensive Call Tracking
Every call through your IVR system is automatically tracked and creates a ticket (at no additional cost). All calls are included in your voice reports, giving you complete visibility into your phone support metrics.

✨ Seamless Migration
Already using our Voice add-on? We've automatically migrated your existing phone integrations to the new system, preserving all your current settings while unlocking these new capabilities.

Getting Started

Dynamic Call Flows is being rolled out today for all customers with the Voice add-on. To start building your custom call flows:

1. Navigate to Settings → Channels → Voice

2. Select your Voice integration

3. Click the Call Flow tab to open the visual editor

4. Start editing by adding nodes and configuring your ideal call experience

Need help setting up your first call flow? Check out our documentation for setup guides and best practices. Our support team is also standing by to help you design the perfect call flow for your business.