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.
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 menu is titled "Add new node") at a connection point. 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 Users | Ring one or more team members (and optional external numbers) at once or one after another |
| IVR Gather | Play a prompt and let callers press a key or speak to choose an option |
| Play Audio | Play a greeting or announcement (text-to-speech or audio file), then continue |
| Voicemail | Send the caller to voicemail to leave a message |
| Forward Call | Send the call to teammates or external phone numbers |
| Enter Queue | Place the caller in a hold queue until someone's free |
| 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 |
| Pause | Add a brief delay (default 3 seconds) before the next action |
| Redirect | Hand routing to an external URL — sends a webhook to your own endpoint (advanced) |
| 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 Users → 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
- 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 Users) 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 Users lets you pick which team members to ring and choose between ringing everyone at once (simultaneous) or one at a time (sequential). IVR Gather 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.
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. 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 — it asks you to confirm before removing anything.
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 and spoken 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