Duplicate an Existing Call Flow

This feature is available for the Calls & Texts Essentials plan and higher. Use our help article to see or change your pricing.

Duplicating a call flow allows you to use steps from another call flow as a template for a new call flow. All of the steps from the call flow you copy will be placed automatically within the new call flow. You can also choose to copy all of the steps and the full contents of the call flow including agents, recordings, and destinations.

Getting Started

Admins and managers are able to duplicate call flows for any company they have access to. The selected language for any duplicated Call Flow can be changed until a phone number has been added to any dial steps.

Copying the full contents of a call flow from one company to another will assign any agents included in the original call flow to both companies. If your call flow contains a Tag, that step will only copy over to the new company if you're using account-level tags. Company-level tags won't transfer to the new company automatically; however, you can create that tag within the new company if you're not using account-level tags.

Once your call flow is assigned to your tracking numbers, we recommend placing a few test calls from a number that's not within your call flow to ensure your calls route as expected.

Use this help article to learn how to use call flow builder templates to reduce time spent manually building new call flows. 

Duplicating Call Flows

1. Click Analytics in the navigation bar on the left.
   
   
2. Click Tracking at the top of the page.
   
   
3. Choose the company where you'd like to create a new call flow.
   
   
4. Select Call Flows within Calls & Texts on the menu to the left.
   
   
5. Click + Create New Call Flow.
   
   
6. Select Duplicate an Existing Call Flow from the template options, then click Configure Call Flow at the bottom right corner.
   
   
7. Select an existing call flow from the drop-down menu to duplicate.
   
    
   
   
8. Choose to Copy just the steps but not the content of the steps or Copy all of the steps and the full contents of the call flow including agents, recordings, and destinations. 
   
   
9. Click Duplicate to copy the steps or full contents within the call flow selected.
   
   
10. Rename your new call flow at the top of the page.
    
    
11. Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if you don’t want calls to this flow recorded.
    
    
12. Follow any prompts that appear within each call flow step to customize and complete duplicated call flow.
    
    
13. After the call flow is configured correctly, click Save at the top of the page.

Assigning Your Call Flow

Once you’ve created your call flow, you’ll assign it to your tracking numbers. Since your call flows can be shared, you’re able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.

Call flows can only route to a destination number in the country selected at the top of the call flow, or a US/Canada number.

1. Click Analytics in the navigation bar on the left.
   
   
2. Click Tracking at the top of the page.
   
   
3. Choose the company whose call flow you’d like to assign to a tracking number.
   
   
4. Under the Destination column, use the drop-down menu to select a call flow to assign to a tracking number.
   
   
5. Click Save and update call flow on the prompt.