Flow Builder
Build a better experience for your customers
Orchestrate and automate your call flows in a single interface. Design routing and queues, build IVR menus, and personalize CX with an easy-to-use visual tool.
How Flow Builder works
The building blocks of a call flow
Inbound call flows in Voiso are built using “nodes” — each representing actions such as routing, IVR, messaging, audio, voicemail, and more. Nodes can be configured and linked together using our drag-and-drop builder to easily create entire call flows in just one interface.
Starting the journey with IVR
Easily configure IVR menus to help callers navigate self-service options with ease. Want to provide personalized call flow instructions to your callers? Simply upload your audio file and drop it into your flow — it’ll play automatically when customers phone in.
Linking to
other nodes
With our Flow Builder tool, you can freely design your caller journey with any number of nodes to meet the precise needs of your callers.
Guide calls to the right departments, provide callers with self-service options, create multi-tiered IVR menus — all with just one powerful visual tool.
Personalize every call with ease
To enhance CX, you can personalize caller journeys with HTTP requests. These powerful nodes can collect external data (e.g. from a CRM) and include them in your flow for more efficient call handling.
Use an HTTP Request at the start of a flow to verify customer phone numbers and automatically display their details to agents as soon as the call is answered.
Avoid putting existing customers through IVR menus and immediately connect them with the agents best-suited to handle their call.
Enable customers to carry out actions such as account updates, checking orders or making appointment bookings using just their keypad.
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FAQ
What is a Flow Builder?
A Flow Builder is a visual tool that drastically simplifies the process of creating custom call flows. Think of it like building with Legos – instead of writing complex code, users drag and drop pre-built elements (widgets or modules) to define the steps and logic of their call flows.
How does a Flow Builder work?
Flow Builders provide a visual interface where you can drag and drop pre-built modules representing different steps in your call flow. Here’s a breakdown:
- Start with a trigger: This is always an incoming call, first element in a call flow builder.
- Drag and drop flow builder elements: These elements could be greetings, menus with voice prompts or touch-tone options, routing calls to specific departments or agents, playing messages on hold, or recording voicemails.
- Connect the elements: You define the call flow by connecting these elements. For example, a greeting might connect to a menu with options for Sales or Support.
- Set up options: Depending on the element, AI flow builder lets you define details like recording options for voicemails, time limits for menus, or overflow options if a queue is full.
What are the benefits of a Flow Builder?
By using a Flow Builder for inbound calls, you’re:
- Drastically simplifying the creation and customization of call routing experiences.
- Empowering non-technical staff to design call flows without needing coding knowledge.
- Improving efficiency by automating greetings, routing calls effectively, and reducing wait times.
- Enhancing the customer experience with clear, personalized call journeys and faster connections to the right resources.
- Providing greater flexibility to easily adapt your call flows as your business needs evolve.