Custom call flow

A call flow is the receptionist’s plan. It defines the greeting, the information to collect, the questions to answer from the business’s own knowledge, the systems to consult, the conditions for transferring to a person, and the actions to take when the call ends.

In an AI receptionist the flow is not a rigid phone-tree; the conversation can move between steps as the caller leads. But the flow still sets the boundaries: which intents are handled, which are escalated, and what the receptionist must never do.

Flows are usually built in a visual workflow builder from a set of nodes (ask, look up, branch, transfer, notify) and are where real-time integrations are wired in.