Call Flow Step Types
How each call flow step works, when to use it, and how to configure it in the live editor.
Before you add steps
1. Open Call Flows and create or open a flow.
2. Click Add Step.
3. Choose one of the 9 active step types shown in the editor.
4. Drag steps to reorder, then click Save.
CallScaler executes steps in order, top to bottom.
If your flow dials a destination (Forward, Multi-Ring, Schedule, Round Robin, Tag Route, or Zip Code), keep a fallback path configured so calls do not dead-end when nobody answers.
Greeting
Use Greeting to play a message before routing. Configure Text-to-Speech or upload an MP3/WAV file in the step editor.
- •Best for quick intros like "Thanks for calling" or compliance disclaimers.
- •Runs before the next step, so callers hear this first.
- •Works well as the first step in almost every flow.
Forward Call
Use Forward Call to send callers to one destination number. You can set ring timeout, caller ID behavior, and failover handling in the same step.
- •Use this when one person or one line should always receive the call first.
- •Common setup: office line first, voicemail as fallback.
- •Destination should be in E.164 format (for example +18135551234).
Voicemail
Use Voicemail when no one answers. Configure greeting mode (TTS or MP3/WAV), max recording length, transcription, and notification emails.
- •Voicemails appear in Voicemails.
- •You can send notifications to multiple email recipients.
- •Useful as a fallback step after Forward, Multi-Ring, or Schedule.
Ring Multiple People
Use Multi-Ring to dial several destinations with one step. Configure a strategy and failover behavior.
- •Good for teams where fastest answer time matters.
- •Add each destination in the step settings.
- •Use failover to continue to the next step when nobody answers.
Business Hours
Use Business Hours (Schedule) to route by day and time windows. Each block can have a different destination.
- •Example: Mon to Fri 9am to 5pm routes to office, all other times route to voicemail.
- •Set the timezone in each schedule block.
- •Add a fallback destination for unmatched times.
Rotate Between Agents
Use Round Robin to distribute calls across agents in turn. This is best for balanced lead distribution.
- •Add agents with destination numbers in the step settings.
- •Calls rotate through the list instead of always hitting the same person.
- •Use this for fairness when multiple reps share one campaign.
Route by Zip Code
Use Zip Code routing to prompt callers for a 5-digit ZIP code, then route by matching rules.
Zip Code routing asks callers to enter their ZIP with keypad digits. It does not auto-detect location from the caller's phone number.
- •Add ZIP patterns and destination numbers in each rule.
- •Example: 813/336 routes to Tampa, 305 routes to Miami.
- •Set fallback destination for ZIPs that do not match any rule.
Route by Source
Use Tag Route to send calls to different destinations based on source tags.
- •Useful when traffic from different campaigns should go to different teams.
- •Add one rule per tag and define a default destination.
- •Review your routing in call logs after publishing changes.
Webhook step status
The old in-flow Webhook step is deprecated and no longer runs in active call flow execution. For external integrations, use Post-Call Webhooks in call flow settings instead.
Set up post-call webhooks in Call Flows and follow the Webhooks guide for payload and retry behavior.
If you still have a legacy Webhook step in older JSON, CallScaler skips it during execution.
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