How do I review a phone channel call flow?

Last updated: November 5, 2026

Use the Call Flow tab to review and update call routing behavior for supported phone channels.

Before you start

  • Confirm the channel is a supported phone channel.

  • Confirm you have permission to manage channels.

  • Know the intended routing, greeting, menu, or fallback behavior before changing it.

Steps

  1. Open Settings > Channels.

  2. Select a supported phone channel.

  3. Open the Call Flow tab.

  4. Review the current call routing and menu behavior.

  5. Update greetings, routing destinations, or fallback behavior only when needed.

  6. Review Business Hours if call handling should differ after hours.

  7. Save changes if required.

  8. Test the phone number after making call flow changes.

Tips

  • Call Flow is channel-specific, so update each phone channel separately.

  • Keep menu options simple so callers can reach the right team quickly.

  • Test both open-hours and after-hours behavior.

  • Confirm provider phone setup in Accounts if the channel cannot receive calls.

Troubleshooting

  • If the Call Flow tab is missing, confirm the channel is a supported phone channel.

  • If calls route to the wrong destination, review each configured route and menu option.

  • If after-hours calls behave incorrectly, review Business Hours and then Call Flow.