Call flow examples

Four flows that cover most real deployments. Each one can be built from the components alone.

1. Main line with department menu

Initial Action → Business Hours → Prompt (greeting) → Menu (1 Sales, 2 Support, 3 Accounts) → Transfer to the matching queue. Out-of-hours and holiday branches play a closed message and drop to voicemail.

2. Overflow when the queue is busy

Initial Action → Get Queue Info → Condition (waiting > 5) → true: Prompt offering a callback, then Record and Email Sender to the team inbox; false: Transfer to the queue. This keeps abandon rates down at peak without extra agents.

3. Order status self-service

Initial Action → Prompt → User Input (collect 6-digit order number) → HTTP Request to your order API → Condition on the returned status → Prompt reading the status back with text-to-speech, with a key to reach an agent. Unmatched order numbers loop back twice, then transfer.

4. VIP and language routing

Initial Action → Condition on caller ID prefix → Language component to set Swedish or English → Database Access to look up the account tier → Transfer to the VIP or standard queue, with the chosen language applied to every later prompt.