Integrating call flows with IVR
Last updated: 2026-08-19
Call flows and classic IVRs can coexist. You can migrate gradually, or keep a simple IVR for one department while the main number runs a full flow.
Ways to combine them
| Pattern | How | Use it when |
|---|---|---|
| Flow → IVR | Use a Transfer component with destination IVR | An existing IVR already works and you only need smarter routing in front of it |
| IVR → Flow | Set an IVR key's destination to Call Flow | One menu option needs data lookups or conditions |
| Full replacement | Point the inbound route at the call flow | You are ready to retire the IVR |
Migrating an existing IVR
- 1
Document the current tree
List every key, its destination, and the timeout and invalid-input behaviour.
- 2
Rebuild it with Prompt and Menu
One Prompt for the greeting, one Menu per level. Reuse the same recordings so callers hear no change.
- 3
Add the improvements
Insert Business Hours in front, and a Condition or lookup where you previously had to send everyone to the same queue.
- 4
Cut over on a test number
Point a spare DID at the flow, verify every path, then switch the main inbound route.
- 5
Keep the IVR for one week
Leave the old IVR in place, unrouted, so you can roll back instantly.