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Overview

Call flows are your roadmap for managing incoming calls—from the moment someone dials your number to when they reach the right person or resource. With Quo’s visual call flow builder, you can design sophisticated call routing without any technical expertise, ensuring every caller gets the best possible experience whether you’re available or not.

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Understanding call flows

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What makes a great call flow

Effective call flows balance automation with human touch:
  • Quick connections: Route callers to the right person or department immediately
  • Professional experience: Maintain your brand voice even when you can’t answer
  • Flexibility: Handle different scenarios (business hours, holidays, high volume)
  • Clarity: Simple navigation that doesn’t frustrate callers

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Core components

Quo’s call flows consist of five building blocks that work together:
  1. Business hours: Define when you’re available to take calls
  2. Phone menu (IVR): Let callers choose their destination
  3. Ring groups: Control who receives calls and in what order
  4. Play audio: Share greetings, announcements, or information
  5. Voicemail: Capture messages when no one can answer
Call flow components in Quo settings

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Getting started with the call flow builder

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Accessing the builder

The visual call flow builder is available on web and desktop. You can simply follow this link to open the call flow builder in your account or you can:
  1. Navigate to Settings
  2. Under Workspace, click Phone numbers
  3. Select the phone number you want to configure
  4. Under Call flow, click Edit call flow
Accessing the call flow builder from settings

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Understanding the interface

The builder uses a visual canvas where you drag and drop components:
Call flow builder interface showing canvas and available steps
Key elements:
  • Canvas: The visual workspace where you design your flow
  • Steps panel: Available components you can add
  • Configuration panel: Settings for the selected step
  • Connection lines: Show how calls flow between steps

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Building your first call flow

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Basic structure

Every call flow starts with an incoming call trigger. From there, you can add steps to create your ideal caller experience:
Dragging and dropping steps to build a call flow

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Step-by-step example

Let’s build a professional call flow that handles calls differently during and after business hours:
  1. Add business hours condition
    • Drag the Business hours step after Incoming call
    • This creates two paths: During hours and After hours
  2. Configure during hours path
    • Add a Phone menu for department selection
    • Route each option to appropriate ring groups
    • Set voicemail as fallback
  3. Configure after hours path
    • Add a Play audio step with after-hours message
    • Route to voicemail or emergency forwarding
Complete call flow with business hours routing

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Advanced configurations

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Multiple phone menus

Create sophisticated routing with nested menus:
  • Main menu for departments (Sales, Support, Billing)
  • Sub-menus for specific teams or languages
  • Self-service options that play recorded information

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Intelligent ring strategies

Optimize how calls reach your team:
  • All at once: Everyone rings simultaneously (fastest response)
  • Random batches: Distribute call load evenly
  • Custom groups: Route by expertise or availability
  • Single user: Direct to specific team members
Ring users configuration showing different ring strategies

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Backup routing

Ensure no call goes unanswered:
  • Forward to external numbers after hours
  • Route to Sona AI agent for 24/7 availability
  • Create overflow paths during busy periods

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Publishing and managing changes

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Save your work

Changes aren’t live until you publish:
Publishing changes to make call flow live
Always test your call flow after publishing. Call your number from another phone to experience what callers hear.

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Multiple call flows

Manage different scenarios with ease:
  • Default call flow: Your standard routing
  • Forward all calls: Temporary routing to another number
  • Toggle between flows without rebuilding
Switching between default and forwarding call flows

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Next steps

Now that you understand call flows, explore specific components in detail:

Business hours

Set your availability schedule

Phone menu

Create interactive voice menus

Ring groups

Configure team call distribution

Voicemail

Set up professional greetings

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FAQs

Yes, each phone number in your workspace can have its own unique call flow. This is perfect for businesses with multiple brands, departments, or service levels.
Existing calls continue using the old flow until they complete. New calls immediately use the updated flow. There’s no disruption to active conversations.
Currently, call flow changes take effect immediately when published. For scheduled changes (like holidays), you’ll need to manually update the flow. Consider using business hours settings for regular schedule changes.
The best practice is to test during off-hours or use a separate test number. You can also walk through the visual flow in the builder to verify logic before publishing.
Yes, if callers know the extension or menu option, they can press it immediately without listening to the full menu. This speeds up the experience for repeat callers.
Ring groups determine WHO gets called, while ring order determines HOW they’re called (all at once, in sequence, etc.). You’ll configure both to create your ideal call distribution.