Call Flow Designer

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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Benefits of using the Call Flow Designer

Better customer experience

Customers will have a better experience interacting with your business if their needs are met quickly, and customized call flows are the best way to provide efficient customer service over the phone.

Less confusion

Nobody likes being transferred from agent to agent in search of a solution to their problem. With the right call flow, you can connect the right agent with the right customer, without all the frustration and time spent on hold.

More efficiency

The quicker you solve one customer’s issue, the sooner you can help the next caller. Call flows turn your call center into an efficient problem-solving machine by ensuring customers are routed to the right agent every time.

Easily adaptable

Call flows are an inherently flexible software feature. You can modify your call flow so that it accommodates the unique needs of your business, and improve upon it over time.

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“CloudTalk has a powerful call flow builder which is a great selling point for us. We can create complex call routing structures with ease that is much more difficult to do on competing platforms.”

G2 user

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How to set up Call Flow Designer?

Check our series of in-depth explanatory videos on Call Flow Designer. Scroll to the “In-depth video tutorials on Features” section to find them.

Watch the video guide here

FAQ

What is a Call flow and a Call Flow Designer?

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.