Visual Flow draws your whole phone system on one canvas: every phone number, schedule, menu, ring group, queue, announcement, time rule and extension, with arrows showing where calls go. It's the fastest way to understand a call flow, find a mistake, or build something new. It's the same idea as intSignal's visual drag-and-drop call flow builder.
Owners and admins open it from Admin → Settings, on the Visual Flow tab. The canvas is titled Visual builder.
Reading the canvas
Each box is one part of your routing, and each arrow is labeled with when calls take that path:
| Box | Arrows out of it |
|---|---|
| Phone number | Where the number's calls go |
| Business hours | open, closed, and holiday with the date |
| Auto attendant | Each key, plus timeout |
| Ring group | no answer |
| Call queue | overflow |
| Announcement | then |
| Time condition | in hours and off hours |
| Extension | forward all, follow-me, forward, and no answer to voicemail |
Outside phone numbers, such as a follow-me mobile, appear as their own boxes. A red Missing box means something points to a destination that no longer exists.
Move around
| Control | What it does |
|---|---|
| − / + and the percentage | Zoom out and in |
| Reset | Back to 100% |
| ⤢ Fit | Fit everything on screen |
| ⬍ Realign | Tidy the boxes into a neat layout |
| Snap to grid | Line boxes up as you drag them |
| ↻ Refresh | Reload the latest routing |
Drag boxes to arrange them however makes sense to you. Positions are saved automatically.
Add a box
Use the add buttons in the toolbar to create an Extension, Ring group, Call queue, Auto attendant, Announcement or Time condition.
- Enter its number (2–6 digits) and a name. For an extension, the label is optional.
- Select Create, or press Enter. Press Esc to cancel.
A new time condition starts as Monday to Friday, 09:00 to 17:00. New ring groups, queues and menus start empty, so open them to add members, agents and keys.
Phone numbers come from Phone numbers, and schedules from Business hours. Add those in Settings, and they appear on the canvas.
Connect a failover by dragging
Extensions, ring groups and queues have a ● port: "Drag to connect where this goes on no-answer".
- Drag it from an extension to set Forward if no answer.
- Drag it from a ring group to set its no-answer destination.
- Drag it from a queue to set its overflow.
You'll see "Connected … → … (staged — click Apply to go live)." Drop it on Voicemail to clear the connection. If a connection isn't possible you'll see "Can't route … to a …".
Menu keys and business hours branches are set in the box's editor.
Edit or delete a box
Select any box to open its editor in a window you can move around the canvas.
| Box | You can edit |
|---|---|
| Auto attendant | Name, Wait for key (secs), Retries, each Key → destination, No key pressed → |
| Ring group | Name, Ring (all at once or one after another), Ring seconds, Phones that ring, If nobody answers → |
| Call queue | Name, Strategy, Agent ring secs, Agents, If it overflows → |
| Time condition | Name, Days, From and to times, During these hours →, Otherwise → |
| Announcement | Name and After the message, go to →. Upload its audio in Settings → Announcements. |
| Extension | Name / label, Ring seconds before no-answer, Call waiting, Forward ALL calls (before ringing), with a Devices, E911 & voicemail → link |
| Phone number | "Incoming calls to … ring:" an extension, with an Advanced (Phone numbers) → link |
Select Save (staged) to keep your edits. You'll see "Saved — Apply to go live."
To delete, open the box and use its Delete button, such as Delete ring group. You'll see "Deleted (staged) — Apply to go live." Business hours are removed in Settings → Business hours.
For a red Missing box, open it and select Remove this broken connection.
Check your routing with Run
Select ▶ Run to check every path on the canvas before you apply:
- "✓ Looks good — N apps, N connections, no loops or dead-ends. Click Apply to go live."
- "Found N routing loop(s) and N dead-end(s) — highlighted in red. Fix them before Apply."
A loop is a path that sends callers round in a circle. A dead end is a path that goes nowhere. Run checks the design. To hear what callers really experience, call your numbers after applying.
Apply your changes
Everything you change on the canvas is staged. Callers aren't affected until you select ✓ Apply, which shows "Applied — N routing items synced to the phone system." See Applying changes & change history.
Build with AI
Describe what you want in plain English, and the AI designs the routing for you.
Open the AI flow builder
Select ✨ Build with AI. If AI is off for your workspace you'll see "AI is turned off for this workspace. Enable it to design routing by chatting." with an Enable AI button.
Describe your call flow
Pick a starter prompt, or type your own, for example: "Main number: during business hours play a menu — 1 for sales ringing 101 and 102 together, 2 for support in a queue with 201, 202 and 203. After hours send callers to voicemail on 101." The AI asks follow-up questions if it needs more detail, and uses the extensions you really have.
Review the proposal
You'll see Proposed changes, and Check these for anything to look at carefully.
Build and apply
Select Build these N change(s) (staged). You'll see "Staged N change(s)… Review on the canvas, then Apply to go live." Check the new boxes, run ▶ Run, then ✓ Apply.
The AI builder can create auto attendants, ring groups, call queues and business hours for a number, and set failover destinations. Record menu greetings afterwards. See Auto attendants.
Your conversation is saved for your workspace, so a colleague can pick it up. Select New to start a fresh one.
The 🤖 AI Receptionist button opens the AI receptionist settings.