The call flow is the map every call follows: the steps the receptionist goes through, and which way it goes after each one. Setup writes one for you from your business details. Most builders never need to change it, but you can change any of it.
You need to be an admin of your team to change the call flow.
Click Receptionist in the sidebar.
Click the Call flow tab.
Use Map to see the steps joined up, or List to read the flow top to bottom in words. Your changes save as you make them: the bar says Saved · not published until you publish. Callers hear none of it until you do.
The quickest way to change it is to say what you want.
Click Ask AI.
Type what you want in your own words, like "If it's an emergency like a leak, put them straight through to me".
Click Change it.
It says what it changed. Click Keep and tidy layout, Keep as placed or Undo.
Drag a step from the list on the left onto the map. On a smaller screen, click Add step and pick one.
Drag from the handle on the step before it to the new step, to join them up.
Click the new step to set what it does.
The steps:
Talk: Say says something and moves on. Ask collects details, one question at a time. Answer answers questions from what it knows.
Outcomes: Book appointment books a visit with someone free. Callback takes a callback request. Take message takes a message for the team. Transfer puts them through to a person.
Finish: Send text texts the caller. End says goodbye and hangs up.
Every flow starts with one Greeting, which answers the call.
Click a step on the map. Its settings open on the right:
Name on the map: what you call it.
What it says: choose Exact words to have it said as written every call, or AI-guided to tell it what to say in its own words.
Anything else it should know (optional): extra instructions for this step.
Where the call goes next: the paths out of the step. See below.
Anytime: turn this on for a step it should jump to from anywhere, like "they ask to speak to a person" or "it's an emergency". Say When in your own words, and tick Then go back to where they were if the call should carry on after. These show on the map under At any point in the call.
Each kind of step has its own settings too. Book appointment has What the visit is called, How long it takes, Who can be booked, Notice, Books ahead, Visit times, Text them the details and Hold bookings for my OK. Transfer has Who it rings and Rings for. Take message has Who the message is for.
Click Duplicate to copy a step, or Delete step to remove it.
A step can lead to more than one step. Under Where the call goes next, pick + Add a path to another step…, or drag another line from the step on the map. Then click the line and choose when it's taken:
Always: as soon as the step is done.
Caller said: the AI judges it from what the caller said. Describe it as you'd tell a new receptionist, like "want a quote for building work".
A check: something it knows for certain, like whether you're open, checked without the AI.
Otherwise: when no other path fits.
A call tries the checks first, then what the caller said, then Otherwise. Click Delete path to remove one.
Click … (More) at the top right:
Write again from business details writes a new flow from your Business Profile as it is now. Choose what a call should end with, then click Write it again. Changes you haven't published are replaced.
Describe from scratch writes a new flow from a description you type. Click Replace my flow. You can undo it.
Tidy the layout lines the steps up neatly.
Version history lists every version you've published. Click Restore to put one back on the map, then publish it again.
If the bar at the top shows problems, like 2 problems, click it and fix them. Click one to go to it. No problems means there's nothing to fix.
Click Publish.
Type What changed (optional), so you can find this version in the history later.
Click Publish.
Calls follow the new version from the next one that rings. To try it before you publish, click Test. See How to make a test call.
The flow has a problem that would make calls go wrong, like a step with no way out, or a Transfer that doesn't say who to put the caller through to. Publish says what to fix first and lists the problems. Click one to go to it.
If it says Nothing new to publish, there's no change since you last published.
You haven't published it. Changes save on their own, but calls follow the last version you published until you click Publish.
An older kind of step, from flows made before every step could send calls different ways. It still works. To tidy it away, draw its paths from the step before it, then delete it.
