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A call flow is a number’s answering plan — the decision tree that runs in the first seconds of every inbound call. Each number has one. The default is the strongest promise in Vocal: your AI agent answers everything, 24/7. Call flows are how you layer your own rules around that.

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The building blocks

Checks and branches — steps that route the call:
  • Business hours — different paths for open, closed, and holidays
  • Caller ID — treat known contacts, VIPs, or blocked numbers differently
  • IVR menu — “press 1 for scheduling, 2 for billing” keypad menus
  • Logic split — branch on a condition
Destinations — where a call can end up:
  • AI agent — hand the call to your agent (the usual final stop)
  • Ring user / Ring group — ring a teammate or a team of them on their Vocal apps
  • Forward call — send the call to any outside number
  • Play message — play an announcement
  • Voicemail / Hang up

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Patterns that work

  • AI-first, 24/7 (the default) — the agent answers every call; your team gets clean summaries instead of interruptions.
  • Team-first during hours — business hours check → ring your team → anyone who doesn’t get picked up falls to the AI. Nobody hears voicemail.
  • Menu for distinct lines — IVR splits scheduling from billing, each branch going to the right agent or person.
  • VIP lane — Caller ID routes your key accounts straight to a person; everyone else gets the standard flow.

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Editing a flow

Open the number’s call flow from Settings → Numbers. Add a step and it snaps into an open slot in the tree; every branch of every step always leads somewhere. The editor enforces this — it won’t let you save a flow where a caller could fall into silence, which is why there’s no “broken flow” state to debug at 9am on a Monday. Changes publish per number, so you can rebuild one line’s routing without touching the others.