Setting Up a Call Flow

The call flow defines what happens to a call on a line – from the first ring to the end: Is the caller greeted by a voicebot? Is the call passed to an agent or forwarded to another number? What does the caller hear outside business hours?

You build the flow from nodes in the call flow editor. You open the editor under Settings → Telephony by selecting a line and clicking “Configure call flow”.

The editor

Call flow with voicebot, branch by business hours and Talk to Human

Every flow begins at the Start node. Each node has an input (left) and one or more outputs (right). The outputs define what happens next: you drag a line from an output to the input of the next node. In the image, for example, the voicebot has three outputs – “Complete”, “Needs Human” and “Error” – and each leads to a different node.

How to work in the editor:

Add nodes: With “Add Node” you select a node and fill in its settings. Clicking an existing node opens its settings for editing.
Connect: Drag a line from an output to the input of another node.
Move several nodes: Drag a frame around several nodes with the left mouse button. You can then move the selected nodes together.
Move the view: hold down the middle or right mouse button.
Delete: Delete selected nodes or lines with the Delete or Backspace key.
Undo and Redo: with the buttons in the editor or with Ctrl+Z or Ctrl+Shift+Z (Cmd instead of Ctrl on a Mac).
Save: Changes only take effect once you save the flow.

The toolbar also has Import and Export (see below) as well as New call flow. After a confirmation prompt, this deletes all nodes and connections.

Note

If the line still runs on the old, linear flow (V1), the editor shows a notice and the “Activate V2” button. The flow saved here only applies once you activate V2 – but then immediately for all incoming calls. Save the flow first; unsaved changes are not applied.

The nodes

Node	What it does	Key settings	Outputs
Start	Entry point of every flow	–	Out
Voicebot	An AI voice agent conducts the conversation	AI agent, greeting, voice, “Allow Hangup”, “Allow Forward to Human”, reprompt after silence	Complete, Needs Human¹, Error
Talk to Human	Passes the call to an agent	Mode (skill based, specific agents or specific tags), rejecting the transfer above a waiting time, ringing time, announcements when connecting and in the queue, waiting music, transcription	Call Complete, No Agents, Queue Too Long, Error
Forward to Number	Forwards the call to an external number	Phone number, “Transfer the call directly”², “Send forwarding info to the destination”	Connected, No Answer, Busy, Failed
Play Text to Speech	Reads a text to the caller	Text, voice	Out
Play Audio File	Plays an uploaded audio file	Audio file	Out
Branch	Branches by call data, time or SIP headers	one or more conditions (see below)	True, False
DTMF Input	Asks the caller to press a key (“Press 1 for …”)	Announcement text, keypad input timeout	Digit 0–9, Hash (#), Timeout
Hangup	Ends the call	Reason (optional)	–

¹ Only visible if “Allow Forward to Human” is switched on. ² If this option is switched on, the phone network connects the caller directly to the destination and enneo leaves the call – recording and transcription then end. If it is switched off, enneo stays in the call.

Each node also has Advanced settings, for example for the voicebot's speech recognition. For most flows, you can keep the default values.

Tip

Older flows may still contain the “Branch: Time of Day” node, as in the image above. It branches by business hours into “In Hours” and “After Hours”. For new flows, use the Branch node with a condition on time of day, day of week or “Inside working hours”.

Examples

Voicebot first, with business hours

This is the flow from the image above:

After Start, the Voicebot answers the call and tries to resolve the request. If that works, the call ends via “Complete” with Hangup.
If the caller needs an agent (“Needs Human”) or an error occurs, a Branch checks the business hours.
Within business hours, Talk to Human follows. If no agent is free, the queue is too long or an error occurs, the caller hears an announcement in each case (Play Text to Speech), and then the call is ended.
Outside business hours, the caller hears an announcement with the business hours, and then the call is ended.

A simple keypad menu:

DTMF Input with the announcement text “For questions about your bill, press 1; to report a move, press 2.”
Digit 1 leads to Talk to Human in “Specific tags” mode with the tag for billing questions, Digit 2 to Talk to Human with the tag for moves.
Timeout – the caller did not press a key – leads to Talk to Human for all requests.

Exporting and importing flows

With Export you get the flow as text that you can copy or download. With Import you paste such a text back in. This lets you transfer a flow to another line, for example, or save a version before you make bigger changes. Unsaved changes are not included in the export – save the flow first.

Good to know