Call flows | Hams AI Docs

A call flow is a diagram of a call’s journey: play a greeting, offer a menu, send the caller to a queue, fall back to voicemail. You draw it on a canvas rather than writing rules. Administrators only, at /call-center/call-flows.

The call flow builder with the IVR menu node selected: its prompt, the keys a caller may press, and where each key leads.

Building a flow

Drag nodes from the palette, connect them, and configure each one in the side panel. Nodes are grouped into three categories: interaction, routing and flow control.

Every flow starts from a single trigger. The call is answered automatically when the flow begins, so there is no answer step to add.

Draft and published

A flow is a draft until you publish it.

The builder validates before you publish and points at whatever is unfinished.

Node reference

Interaction

Node	What it does
Play	Plays a sound or prompt to the caller
Menu	An IVR menu: the caller presses a digit and the flow branches on it
Collect DTMF	Gathers digits from the caller, for a reference or account number
Voicemail	Sends the caller to a voicemail box

Routing

Node	What it does
Dial	Calls a specific destination
Ring group	Rings a set of extensions together
Queue	Places the caller in a queue to wait for an agent
External trunk	Sends the call out over a trunk
Voice agent	Hands the call to an AI voice agent

Flow control

Node	What it does
Business hours	Branches on whether you are open
Branch	Branches on conditions you define
Jump	Continues at another point in the flow
HTTP request	Calls an external API mid-call and uses the answer
Hangup	Ends the call

Collect DTMF

HTTP request

Voice agent

Picks one of your voice agents as the destination. The agent talks to the caller and can hand back or end the call itself. See Voice agents.

Numbers are pointed at a flow in DIDs.
Queue behaviour, membership and hold music are set in Queues.
Prompts played by the Play node come from Sounds.