Visual Call Flow Builder
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 find the call flow editor in Settings → Phone Numbers → [select a number] → Call Flow. Click Edit Call Flow to open the full visual builder.
How the Builder Works#
The editor shows your call flow as a vertical chain of connected steps. Each step is a node that performs one action — like ringing your team, playing a greeting, or sending the caller to voicemail.
To add a new step, click the + button that appears between nodes. A panel opens showing the available action types. Pick one, configure its settings, and it drops right into the flow.
Here are the actions you can add:
| Action | What It Does |
|---|---|
| Phone Menu | Plays a message and waits for the caller to press a key (IVR) |
| Ring Team | Rings one or more team members simultaneously or in sequence |
| Play a Message | Plays an audio greeting or announcement |
| Voicemail | Lets the caller leave a voicemail |
| AI Agent | Hands the call to an AI voice agent |
| Business Hours | Checks your schedule and routes differently for open vs. closed hours |
| Conditional Route | Routes based on caller number, time of day, or day of week |
| Go To Menu | Jumps to another phone menu within the flow |
| End Call | Hangs up the call |
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 Edit Call Flow
- The editor opens with a starting 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 ringing everyone at once (simultaneous) or one at a time (sequential). Phone Menu lets you map keypad digits to different actions.
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.
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
Each condition supports operators like equals, contains, greater than, and less than, so you can get pretty specific with your routing rules.
Saving and Managing Flows#
When you're done editing, click Save Flow at the top of the page. Your changes take effect immediately 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 — it'll ask you to confirm before removing anything.
The phone number dropdown in the header lets you switch between numbers without leaving the editor. This is handy when you're setting up similar flows across multiple numbers.
Unsaved changes
If you try to leave the editor without saving, dialnote will warn you about unsaved changes. Make sure to save before navigating away.