> ## Documentation Index
> Fetch the complete documentation index at: https://support.vocal.solutions/llms.txt
> Use this file to discover all available pages before exploring further.

# Call flows

> Decide exactly what happens when someone calls each of your numbers — hours, menus, your team, and your AI agent.

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.

## 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](/calls/ring-groups) on their Vocal apps
* **Forward call** — send the call to any outside number
* **Play message** — play an announcement
* **Voicemail** / **Hang up**

## 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.

## 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.