Every phone number in dialnote can have its own call flow — a set of rules that control what happens when someone calls. The visual builder lets you design these flows by clicking through actions instead of writing code or filling out complicated forms.
You'll need at least one phone number before you can build a flow. To open the editor, go to Settings → Phone Numbers, select a number, scroll to the Call Flow section, and click Configure call flow (or View Complete Flow if the number already has a flow).
How the builder works#
The editor is a visual canvas. Your flow starts with an Incoming Call node at the top, and each action you add becomes a node connected by lines that show the call's path. A mini-map in the corner keeps you oriented in larger flows.
To add a step, click a + button (its tooltip reads "Add new node") at a connection point. The Select Node Type picker opens. Pick an action type, fill in its settings, and it drops into the flow. You can also rearrange nodes, edit them, and delete steps you don't need.
Here are the actions you can add, with the exact labels you'll see in the builder:
| Action (builder label) | What it does |
|---|---|
| Ring Team | Ring one or more team members at once or one after another, or send the caller to a waiting queue |
| Phone Menu | Play a prompt and let callers press a key to choose an option |
| Play a Message | Play a greeting or announcement (text-to-speech or a link to an audio file), then continue |
| Voicemail | Send the caller to voicemail to leave a message |
| AI Agent | Hand the call to an AI voice agent |
| Business Hours | Route differently for open vs. closed hours based on your schedule |
| Conditional Route | Route based on caller number, time of day, or day of week |
| Go To Menu | Jump to another IVR menu within the same flow |
| End Call | Hang up, optionally with a goodbye message |
Start simple
Most businesses only need 2-3 nodes. A common setup is Business Hours → Ring Team → Voicemail. You can always add more steps later.
Building a call flow#
Here's a typical workflow for setting up call routing:
- Go to Settings → Phone Numbers and select a number
- Scroll to the Call Flow section and click Configure call flow (or View Complete Flow if a flow exists)
- The editor opens with the Incoming Call node already in place
- Click the + button below it to add your first action
- Choose an action type (e.g., Ring Team) and configure it
- Keep adding steps as needed — the flow reads top to bottom
- Click Save Flow in the top-right corner
Each action type has its own configuration form. For example, Ring Team lets you pick which team members to ring and choose between Everyone at once and One by one. Phone Menu lets you map keypad digits to different actions. See IVR Menus and Ring Groups for the details on those.
One flow per number
Each phone number has its own independent call flow. If you want the same routing on multiple numbers, you'll need to set up each one separately.
Branching with Business Hours and Conditions#
Two action types create branches in your flow — meaning the call can go down different paths depending on the situation.
Business Hours splits the flow into two branches: one for when you're open and another for when you're closed. Set your schedule in the phone number's Business Hours settings, and this node will check it automatically. The branches are labeled During hours and After hours. If business hours are off or not set up on the number, every call takes During hours.
Conditional Route gives you more control. You can route calls based on:
- Time of day — send after-hours calls to voicemail
- Day of week — route weekend calls to an AI agent
- Caller number — give VIP callers a direct line to your team
The operators depend on the field: Time of Day supports Equals, Not Equals, Greater Than, Less Than, In, and Between. Day of Week supports Equals, Not Equals, and In. Caller Number supports Equals, Not Equals, Contains, and In. For a deeper look at scheduling, see Business Hours.
Saving and managing flows#
The builder does not auto-save. When you're done editing, click Save Flow in the top-right corner. Your changes take effect right away for new incoming calls.
You can also delete the entire call flow if you want to start fresh. There's a delete button in the header, and it asks you to confirm before removing anything. Only people who can manage the number's settings (org owners, admins, and the number's owner) see it. On mobile, the save button reads Save, and the number picker and Delete call flow sit under the More options (⋯) menu.
The phone number dropdown in the header lets you switch between numbers without leaving the editor. That's handy when you're setting up similar flows across multiple numbers.
Unsaved changes
If you try to leave the editor with unsaved edits, dialnote warns you first so you don't lose your work. Save before navigating away.
What's next#
- IVR Menus — set up press-key menus
- Ring Groups — ring the right team members together
- Business Hours — route by time of day and day of week
- Call Queues — hold callers with music and position announcements
- AI Agents — answer and handle calls automatically
- Phone Number Settings — where the Call Flow section lives