--- title: "How to change your call flow" description: "Change what your receptionist says and does on a call, by drawing the steps yourself or telling the AI what to change." url: https://geiavwiyz.gleap.help/en/articles/166-how-to-change-your-call-flow collection: "Receptionist" updated: 2026-11-02 language: en --- # How to change your call flow Change what your receptionist says and does on a call, by drawing the steps yourself or telling the AI what to change. 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. ## Open the call flow 1. Click **Receptionist** in the sidebar. 2. 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. ## Ask the AI to change it The quickest way to change it is to say what you want. 1. Click **Ask AI**. 2. Type what you want in your own words, like "If it's an emergency like a leak, put them straight through to me". 3. Click **Change it**. It says what it changed. Click **Keep and tidy layout**, **Keep as placed** or **Undo**. ## Add a step 1. Drag a step from the list on the left onto the map. On a smaller screen, click **Add step** and pick one. 2. Drag from the handle on the step before it to the new step, to join them up. 3. 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. ## Change a step 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. ## Send calls different ways 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. ## Start again 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. ## Publish your changes 1. 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. 2. Click **Publish**. 3. Type **What changed (optional)**, so you can find this version in the history later. 4. 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_. ## Why can't I publish? 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. ## Why don't callers hear my change? You haven't published it. Changes save on their own, but calls follow the last version you published until you click **Publish**. ## What's a Choose a path step? 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.