Creating a Lead Center Call Flow

This article is about the new version of Lead Center. For information about our original Lead Center offering, check out these support articles

Call flows determine how your incoming calls are routed and what callers experience when they call your tracking numbers. They can be configured to direct calls to various teams, such as sales and customer service, or specific agents. They can include prerecorded greetings, phone menus, voicemail boxes, and more. Your configuration will be unique to the needs of your business.

All of these things should be taken into account when designing a call flow. You can find a resources on how to build call flows here. Once you’ve designed the rest of your call flow, follow the instructions below to send the call flow to Lead Center.

Creating a Lead Center Call Flow

You can create a new call flow or edit an existing call flow to route calls to Lead Center.

  1. Click the Tracking tab at the top of the screen.

  2. Select the company you want to access from the dropdown menu.

  3. Click Call Flows under the Calls & Texts menu in the sidebar on the left.

  4. To edit an existing call flow to send calls to Lead Center, click on the name of the call flow in the list. To create a new call flow, click on the Create Call Flow button. You can start a new call flow from scratch or use one of the available templates.

  5. Configure the steps of the call flow to meet your needs. This might include adding an automated greeting or phone menu, among other options. When you reach the step of the flow that determines where to route the call, you'll follow one of the choices below to route to Lead Center. 
  6. Call Queues

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    1. Click Queue.

    2. Select the proper team from the dropdown. This will place calls in a line based on the order in which they are received.

    3. The call will show as "incoming" in the inbox of the agent who has been idle the longest. If this agent does not answer or declines the call, the call will continue down the line to the next agent after 30 seconds.

    4. If no agents are available, callers will be placed on hold and then routed to the first available agent on the team. 

    5. If a caller stays on hold for longer than 60 minutes, they will be sent to the next step in the call flow.

  7. Dial Step

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    1. Click Dial.

    2. Select Agent from the dropdown in the first column.

    3. In the second column, select the name of the agent you want to route the call to.

    4. Set the amount of time you want the caller to wait before proceeding to the next step in the call flow.

    5. When a call comes in, it will route to this agent's inbox.

    6. If the agent does not answer in the set amount of time, the caller will be sent to the next step in the call flow.

  8. Simulcall

    simulcall.png
    1. Click Simulcall.

    2. Select Agent from the dropdown in the first column.

    3. In the second column, select the name of the agent you want to include in the flow. Repeat this process until you’ve chosen all of the agents you want to include.

    4. Set the amount of time you want the caller to wait before proceeding to the next step in the call flow.

    5. When a call comes in, all of the agents you’ve chosen in the Simulcall will be rung at the same time, and whoever answers first will be connected.

    6. If no agent answers in the set amount of time, the caller will be sent to the next step in the call flow.

  9. Round Robin.

    rrobin.png

    1. Click Round Robin.

    2. Select Agent from the dropdown in the first column.

    3. In the second column, select the name of the agent you want to include in the flow.

    4. Repeat this process until you’ve chose all of the agents you want to include.

    5. Set the amount of time you want the caller to wait before proceeding to the next step in the call flow.

    6. When a call comes in, each agent will be rung in order. If the first agent does not answer, the next agent in line will be rung until someone answers the call.

    7. If no agent answers in the set about of time, the caller will be sent to the next step in the call flow.
  10.