Creating a Lead Center call flow

Call flows determine how your incoming calls are routed and what callers experience when they call your tracking numbers.

Getting started

Call flows can be configured to direct calls to various teams, such as sales and customer service, or specific agents. They can also include prerecorded greetings, phone menus, voicemails, 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 resources on how to build call flows here. Once you’ve designed the rest of your call flow, follow the instructions below to route the call flow to Lead Center.

Creating a Lead Center call flow

Use these instructions to create a new call flow or edit an existing call flow to route calls to Lead Center.

1. Click the Settings icon on the left navigation bar.
   
   
2. Choose the company where you'd like to create or edit a call flow.
   
   
3. Click Workflow at the top of the page.
   
   
4. To edit an existing call flow to send calls to Lead Center, click on the call flow name 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 using the necessary steps below. 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. 

Creating a call queue

1. Click Queue.
   
   
2. Select the proper team from the drop-down menu. This will place calls in a line based on the order 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 team's first available agent. 
   
   
5. Select a genre of hold music or upload custom hold music from the drop-down. This is the music that your caller will hear while they wait on hold. You can preview what each option sounds like by selecting a genre, and then clicking on the play button below the drop-down. When a caller joins the queue, they will hear how many callers are ahead of them and an estimated wait time. They will hear an update on this information between each song.
   
   
6. Choose a hold duration from the drop-down to indicate how long a caller should wait on hold before moving to the next step in your call flow. 

Dial a specific destination number

1. Click Dial.
   
   
2. Select Lead Center from the list of options in the first drop-down menu.
   
   
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.

Ring several agents simultaneously

1. Click Simulcall.
   
   
2. Select Lead Center in the first drop-down. Then choose the name of the agent you want to route calls to in Lead Center.
   
   
3. Set the amount of time you want the caller to wait before proceeding to the next step in the call flow.
   
   
4. 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.
   
   
5. If no agent answers in the set amount of time, the caller will be sent to the next step in the call flow.

Distribute the call through a Round Robin

1. Click Round Robin.
   
   
2. Select Lead Center from the first drop-down, then choose the name of the agent you'd like to include in the flow.
   
   
3. Repeat this process until you’ve chosen all of the agents in Lead Center 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, 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.
   
   
6. If no agent answers in the set amount of time, the caller will be sent to the next step in the call flow.

FAQs

Why isn't the voicemail in my call flow playing?
If the agents in a Simulcall or Round Robin step have the Agent Voicemail setting enabled in their user profiles, it can prevent the call from continuing to route through the call flow. To fix this, you can deactivate the Agent Voicemail setting or check the “Prevent voicemails and automated systems from answering a call” option in the call flow step.