Flagship

Call Flow Designer

Tailor your inbound calling journey from start to finish with the Call Flow Designer. Don’t settle for someone else’s idea of what makes for a great customer journey — build your own.

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Let it flow (your way).

Fully Customizable

Design your unique inbound calling journey with more than 20 different routing options.

Easily Scalable

Assign key or company-wide call flows to new numbers and save your managers’ time.

Your Rules

Route calls to agents based on customer choice, VIP status, CRM or helpdesk info, and many others.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

See Nokia customer story

"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

See Glovo customer story

"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

See DiscoverCars customer story

"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

See MyHeritage customer story

What is a Call Flow?

A call flow visually maps out how incoming calls will be managed within your business phone system. In other words, how calls will travel from the moment they enter your phone system to the moment they are resolved.

A call flow designer — also known as a call flow builder and call flow editor — is an interactive tool that lets you create custom call flows. This way, your business can intentionally direct incoming calls one way or another to improve efficiency and connectivity.

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How to set up Call Flow Designer?

Watch the video guide here

Other features you might like

Call Queuing

Automatically distribute calls to relevant agents based on customer status, technical skills or business needs.

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Interactive
Voice Response

Streamline your callers’ journey with a multi-level IVR menu and lead them where they need to be.

Read more →

Skill-Based Routing

Assign custom skill to your agents or teams and route customer calls automatically based on their expertise.

Read more →

Caller-Based Routing

Route customers automatically based on factors like agent skills and skill levels, custom fields and even CRM or HelpDesk info.

Read more →

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

See All Integrations

Have questions?

What is a Call flow and a Call Flow Designer?

A call flow visually maps out how incoming calls will be managed within your business phone system. In other words, how calls will travel from the moment they enter your phone system to the moment they are resolved.

A call flow designer — also known as a call flow builder and call flow editor — is an interactive tool that lets you create custom call flows. This way, your business can intentionally direct incoming calls one way or another to improve efficiency and connectivity.

How do I create a Call Flow using CloudTalk’s Call Flow Designer?

To create a call flow in CloudTalk’s Call Flow Designer, you need to log into your CloudTalk account. Once there, locate a dashboard menu, and select “Numbers”. Click on a blue pencil button right next to a number for which you want to create a call flow. CloudTalk will automatically open the Call Flow Designer interface. You can start crafting your ideal customer journey. Learn more about Call Flow Designer in our webinar.

What is a call center flow chart?

A call center flow chart is a visual representation of the call flow process in your contact center. It shows how calls are routed through the system, how agents are assigned to calls, and what happens at each stage of the call.

What is a call center call flow diagram?

A call center call flow diagram is a visual representation of the call flow process in your contact center. It shows how calls are routed through the system, how agents are assigned to calls, and what happens at each stage of the call.

What are the Benefits of a Call Flow?

By implementing effective call flows, your contact center can reduce resolution time, improve overall efficiency, and increase customer satisfaction.

Why is a call flow important?

A call flow is important for consistency and efficiency in your call center. It helps establish a routine, predictable experience that your customers can count on every time they call your business.