Skip to main content

Setting Up a Call Flow

A call flow (also called an App) is a visual sequence of steps that defines how incoming or outgoing calls are handled. This guide walks you through creating a call flow in the Exotel Dashboard.

What is a Call Flow?​

A call flow is built from applets -- individual building blocks that each perform a specific action. Applets are connected in sequence to create the full call handling logic.

Incoming Call → Greeting → IVR Menu → Connect to Agent
                                    → Voicemail (if no answer)

Creating a Call Flow​

Step 1: Access the Flow Builder​

  1. Log in to the Exotel Dashboard.
  2. Navigate to App Bazaar (or Call Flows) in the left sidebar.
  3. Click Create New Flow (or Create New App).

Flow Builder

Step 2: Name Your Flow​

Enter a descriptive name for your flow (e.g., "Sales Incoming", "Support After Hours"). This name helps you identify the flow when assigning it to an ExoPhone.

Step 3: Add Applets​

Drag and drop applets from the applet palette onto the canvas. Available applets include:

AppletFunctionUse Case
GreetingPlay a recorded messageWelcome message, compliance announcements
IVR MenuPresent options, route by keypressDepartment selection, language selection
ConnectRoute call to agent(s)Connect to a person or group
VoicemailRecord a voice messageAfter-hours, agent unavailable
TransferTransfer to another flowRedirect to a different department's flow
PassthruHTTP request to your appDynamic routing, CRM lookup
HangupEnd the callAfter a message or voicemail
SMSSend an SMSSend confirmation or follow-up
EmailSend an email notificationNotify team about a missed call

See: Voice v1 Applets

Step 4: Configure Each Applet​

Click on an applet to configure it:

Greeting Applet:

  • Choose input method: Record via phone, upload audio file (8000 Hz Mono .wav), or text-to-speech
  • Set the greeting message content

IVR Menu Applet:

  • Record or upload the menu prompt
  • Map each key (0-9, *, #) to the next applet
  • Configure timeout and invalid input behavior

Connect Applet:

  • Enter agent phone numbers (or provide a URL for dynamic numbers)
  • Set ring timeout duration
  • Enable or disable call recording

Step 5: Connect Applets​

Draw connections between applets to define the call flow path. Each applet can have one or more output paths:

  • Greeting has one output (proceeds to the next applet after playing)
  • IVR Menu has multiple outputs (one per key option, plus timeout/invalid)
  • Connect has outputs for answered, no answer, and busy

Step 6: Save and Publish​

  1. Click Save to save your flow as a draft.
  2. Click Publish to make the flow active.
note

Only published flows can be assigned to ExoPhones and handle live calls.

Assigning a Flow to an ExoPhone​

  1. Go to ExoPhones in the dashboard.
  2. Click on the ExoPhone you want to configure.
  3. Under Incoming Call Flow, select your newly created flow.
  4. Click Save.

Incoming calls to this ExoPhone will now be handled by your flow.

Example: Basic Support Flow​

Here is a complete example for a customer support line:

Greeting: "Welcome to Acme Support. This call may be recorded."
    ↓
IVR Menu: "Press 1 for technical support, 2 for billing, 3 for sales."
    ├── 1 → Connect (Tech support team: +91-98XXXXXXX1, +91-98XXXXXXX2)
    │         └── No answer → Voicemail → Email notification
    ├── 2 → Connect (Billing team: +91-98XXXXXXX3)
    │         └── No answer → Voicemail
    ├── 3 → Connect (Sales team: +91-98XXXXXXX4, +91-98XXXXXXX5)
    │         └── No answer → Voicemail
    └── Timeout/Invalid → Greeting ("Invalid input") → IVR Menu (repeat)

Example: After-Hours Flow​

Greeting: "Thank you for calling Acme Corp. Our office hours are 9 AM to 6 PM."
    ↓
Greeting: "Please leave a message after the beep and we will call you back."
    ↓
Voicemail
    ↓
Email (notify support@acme.com)

Best Practices​

  • Keep flows simple -- Minimize the number of steps a caller must go through to reach an agent.
  • Always have a fallback -- If no agent answers, route to voicemail or a callback mechanism.
  • Use Greeting for compliance -- If you record calls, inform callers at the start of the flow.
  • Test before publishing -- Call your ExoPhone from an external number to verify the flow.
  • Name flows descriptively -- Use names like "Sales Inbound" or "Support After-Hours" for easy identification.
  • Use the Passthru applet for dynamic routing when you need to make routing decisions based on CRM data or business logic.

Modifying an Existing Flow​

  1. Go to App Bazaar in the dashboard.
  2. Find the flow you want to edit.
  3. Click Edit.
  4. Make your changes.
  5. Save and publish.
caution

Changes to a published flow take effect immediately for all incoming calls on the assigned ExoPhone.