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Call Flow Designer

This guide explains how to build, connect, test and publish AI phone workflows using configurable blocks and labelled routes.

Used by

Trained admins and workflow builders.

Main purpose

Build connected caller journeys.

Critical rule

Validate and test before publishing live.

Outcome

Controlled AI call automation.

Step 1 · Page overview

Understand the Call Flow Designer workspace

The Call Flow Designer is where call blocks are connected into live AI phone journeys.

Used for: Designing call workflows.

Admin note: Only tested flows should be published live.

Call Flow Designer overview screenshot placeholder

Step 2 · Blocks

Add and configure workflow blocks

Blocks represent actions, decisions, messages, transfers, booking steps, record updates and AI conversation stages.

Example: Incoming Call, AI Conversation, Send SMS, Ring Person.

Best practice: Keep each block focused on one job.

Block palette screenshot placeholder

Step 3 · Connections

Connect blocks using routes and labels

Edges tell the runtime what should happen next. Decision blocks can expose labelled outputs such as Yes, No, Confirm, Cancel or Existing Matter.

Route labels: Labels must match the expected outcome.

Check: Use validation before live publishing.

Connected blocks screenshot placeholder

Step 4 · Testing

Validate and test before publishing

The designer supports validation, simulation and controlled testing so workflow behaviour can be checked before live calls use it.

Validate: Check missing settings and broken routes.

Simulation: Confirm the caller journey before deployment.

Testing screenshot placeholder

Step 5 · Block use cases

Know what each block is used for

The designer includes different block types for different stages of the caller journey.

Incoming CallStarts the workflow when a call arrives.

Fixed Voice MessagePlays a scripted spoken message.

AI ConversationLets the caller speak naturally and extracts intent or details.

Collect InformationAsks for and saves one specific piece of information.

Confirm DetailsConfirms captured caller details before continuing.

Create RecordCreates or updates the master call record.

Send SMSSends a text message and can route by reply when configured.

SMS ReplySends a simple outbound SMS response then follows the next edge.

Send EmailSends an email notification, summary or update.

Ring PersonCalls an individual staff member or user.

Ring TeamEscalates to a group or team.

Transfer CallTransfers the caller to another number.

Call ContactCalls a contact and continues based on answer, key press or voice capture.

Book AppointmentOffers or books calendar slots.

Cancel BookingCancels an existing appointment.

CRM LookupLooks up records and saves the result for later blocks.

Check MatterChecks whether an existing matter or case already exists.

Entity ResolutionMatches caller details to an existing person or entity.

Business Hours CheckRoutes based on opening hours.

Yes / No CheckRoutes based on a yes or no answer.

Multiple ChoiceRoutes based on a selected option.

SMS ClassifierClassifies inbound SMS intent such as confirm, cancel or rearrange.

Traffic DirectorSilently routes using saved workflow fields.

Call Recording ControlStarts, stops or manages call recording.

Voicemail / Record VoicemailCaptures voicemail when no one answers.

Callback RequestCreates a callback action for follow-up.

Linked FlowJumps into another saved workflow.

Webhook / API / Database ActionsConnects external systems and saves or retrieves data.

Block use case screenshot placeholder