What Are Call Flows?
Understand how call flows work and how they control what happens when someone calls your tracking number.
Overview
A Call Flow is a set of instructions that tells CallScaler what to do when a tracking number receives a call. Think of it like a recipe: "First, play a greeting. Then, try forwarding to the office. If nobody answers, take a voicemail." You can make call flows as simple or complex as you need.
Creating a Call Flow
Go to Call Flows in the sidebar and click "New Call Flow." Give it a descriptive name that tells you what it's for — like "Google Ads — Emergency Plumbing" or "Main Office Line." Then start adding steps to define the call routing logic.
The Step System
Call flows are built with "steps" — modular building blocks that define each stage of the call. Steps execute in order from top to bottom. If a step fails (e.g., a forwarding number doesn't answer), the flow moves to the next step. CallScaler supports 10 different step types, each designed for a specific routing scenario.
- •Greeting — Play an audio message to the caller
- •Forward Call — Send the call to a destination number
- •Voicemail — Let the caller leave a message
- •IVR / Phone Menu — "Press 1 for Sales, Press 2 for Support"
- •Multi-Ring — Ring multiple numbers simultaneously
- •Schedule-Based Routing — Route differently based on time of day
- •Round Robin — Distribute calls evenly across a team
- •Zip Code Routing — Route based on the caller's area code
- •Tag-Based Routing — Route based on call tags or custom logic
- •Webhook — Send call data to an external URL
Assigning Numbers to Call Flows
A single call flow can have multiple tracking numbers assigned to it. This is useful when you want different numbers (for different campaigns) to all route the same way. Assign numbers from the Numbers page by selecting a call flow from the dropdown.