Call Flows

Call flows are visual diagrams that define how incoming phone calls are routed. Each flow is a series of connected steps — when a call comes in, oHallo follows the path you have designed to greet the caller, present menu options, queue them for an agent, or play a recorded message.

The Call Flows page

Go to Settings — Call Flows to see all your flows. The page has two tabs:

• Call Flows — flows you have created
• Assigned — flows currently linked to a phone number

Each row shows the flow’s name, the phone number it is assigned to (if any), and its current status (Published or Draft). Click a flow to open it in the visual editor.

Creating a call flow

1. Click the + New flow button in the top-right corner.
2. Give your flow a name.
3. The visual editor opens with an Incoming Call node already placed — this is the starting point for every flow.
4. Add nodes, connect them with edges, and configure each step.
5. Save and publish when your flow is ready.

The visual editor

The editor is a node-based diagram builder. You place nodes on the canvas and connect them with lines (edges) to define the path a call follows. Drag nodes to rearrange them, and click on any node to configure its settings.

Node types

Each node represents a step in your call flow. The available types are:

Node	Purpose
Incoming Call	The entry point for all calls. Every flow starts here. You cannot delete this node.
Menu	Plays a voice prompt and routes the caller based on their keypad input. For example, “Press 1 for sales, press 2 for support.” Each key maps to a different branch in your flow.
Play Audio	Plays a recorded message or a text-to-speech clip to the caller. Useful for greetings, announcements, or after-hours messages.
Queue	Places the caller in a waiting queue until an agent is available to pick up. You can configure hold music and maximum wait time.
Schedule Check	Routes the call differently based on your business hours. For example, during office hours the call goes to a queue, while after hours it plays a voicemail message.
Hangup	Ends the call. Use this at the end of branches where no further action is needed — for example, after playing an after-hours message.

Audio clips

When configuring Play Audio or Menu nodes, you can provide audio in two ways:

• Upload a recording — use a pre-recorded audio file (MP3 or WAV)
• Text-to-speech — type the message you want read aloud and select a voice from the available options

Text-to-speech is useful for quickly testing flows or when you need to update messages frequently without re-recording.

Validation

Before you can publish a flow, the editor checks it for errors. Common issues include:

• Missing connections — a node has no outgoing edge, so the call would dead-end
• Unreachable nodes — a node exists on the canvas but is not connected to any path from the Incoming Call node
• Incomplete configuration — a node is missing required settings (for example, a Menu node with no prompt text)

Fix any flagged issues before saving. The editor highlights problem nodes so you can find and correct them quickly.

Assigning a flow to a number

A call flow only becomes active when it is assigned to a phone number. Go to Settings — Numbers, select a number, and choose which published flow should handle its incoming calls. Each number can have one active flow at a time.