Deliver a better experience to callers and your team with multi-step call flows using OpenPhone. Easily add phone menus, call forwarding, and business hours call routing using the go-to business phone system for growing teams. Plus, access unlimited calling and texting to the US and Canada.
Call flow software are tools to map out and control the routing of your incoming calls in a business phone service. With these tools, you can create multi-step conditional call flows that provide a satisfying customer experience and help your team manage incoming call volumes.
Call flow software offers multiple benefits to businesses that want to manage their customer communications efficiently. Your team can:
Different virtual phone services give call flow tools different names in their platforms, like call flow builders, call flow designers, or call flow managers.
OpenPhone is a VoIP phone system designed for small businesses looking to scale their growth. With OpenPhone, you can manage your incoming calls with our user-friendly call flow builder. Simply go to the call flow builder in your phone number settings and drag and drop your desired call flow steps to its visual canvas.
Here are the different steps you can add to your call flows:
Build powerful call flows for every incoming call in OpenPhone.
With the call flow builder’s visual canvas, you can drag and drop every step and set up your call flows quickly. Your call flows are also flexible and can be changed instantly — just select a step and edit or replace it in the builder.
Our AI agent, Sona, can handle your incoming calls when your team is busy or unavailable. Sona can also answer common questions after being trained on your documentation. Plus, take detailed messages from customers so your team can have more informed conversations when they call back.
Route incoming calls along different flows during and after your business hours. Create different ring groups and phone menus based on your team’s work schedules and preferences.
Not using Sona but want to keep customers engaged? Connect with callers when you’re not available with custom voicemail greetings and auto-replies, or forward their call to an answering service or emergency number.
Port your existing numbers for free
No stress with free number porting to OpenPhone
Call transfers
Hand off callers to your colleagues with the right amount of context
Business caller ID
Let customers know when you’re calling with a business caller ID
AI summaries, transcriptions, and call tags
Capture every customer detail and identify ongoing call trends
SMS and MMS messaging
Continue the conversation over text, no credits required
Third-party integrations
Share your call and message logs where you need it
See why thousands of growing businesses choose OpenPhone as their VoIP phone provider
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Add as many numbers as your team needs. With OpenPhone, you can choose from local US and Canadian phone numbers and North American toll-free numbers.
Choose your preferred area codes based on where your customers live. You can also choose a vanity number to help you stand out from the competition.
All OpenPhone plans include a number for every user who joins your workspace, and you can share numbers if you want dedicated numbers for your customer support or sales teams. And if you need more numbers, additional numbers cost $5 per number per month.
Create customizable call flows with OpenPhone in minutes. Choose your call distribution with custom ring groups so your team shares responsibility for incoming calls. Give customers self-serve options with phone menus. Plus, direct missed and unanswered calls to a secondary number with our call forwarding options. And with our visual call flow builder, you can easily make edits to your call routing.
Pair your call flows with our call management features. Hand off customers to your colleagues with the right amount of context with warm transfers and bring stakeholders into the same call with group calling.
Want to serve your customers even when your team is busy? Try Sona, OpenPhone’s AI agent. Sona answers calls 24/7, handles common questions, captures key details, and gives you visibility into its performance for every conversation. It’s like having an always-on receptionist — so you can focus on your business needs and not worry about losing potential customers if you can’t pick up the phone.
OpenPhone automates a lot of your team’s admin work so your reps can focus on your customers’ needs.
Capture everything customers share with you with automatic and on-demand call recording and get instant AI-powered call summaries and transcripts. Add new contacts to your address book automatically with suggested contacts. Track your ongoing call trends and gain insights into your customer behavior with AI call tags.
Connect OpenPhone where your team works. Use our native CRM integrations with HubSpot and Salesforce, or use our Zapier and Make integrations to connect to your preferred CRM. Want more control over how you share your call and text data? Build custom integrations with the OpenPhone API.
Work better together with your team using OpenPhone. Share inbound calls and texts and reduce your missed calls with shared numbers. View all your customer interactions — call history, texts, voicemails, recordings, and more — in one place with shared inboxes.
Collaborate on solving customer issues in real time and tag team members in follow-up tasks with internal threads. And with inbox viewers, you won’t need to follow up with them — simply jump into a thread to see which colleagues have reviewed specific recordings or conversations.
Text smarter with OpenPhone’s automated messaging features.
Automatically respond to customers with SMS auto-replies when your team is unavailable. Schedule messages to reach customers in their time zone with scheduled messages. Create text templates to answer common questions with snippets.
With OpenPhone, your team can use any device they prefer to communicate with customers. Download our Mac, Windows, iOS, and Android apps, connect to the internet, and you’re all set.
Using a device that doesn’t run on any of these platforms? Log in to our web app and make calls through your browser.
Maureen Jones
Find out how much you’re investing in your business phone solution upfront on our pricing page.
Can’t find the answer here? Check out our Help Center.
A call flow is the roadmap for how incoming calls are routed within a business’s phone system. It outlines a sequence of events, starting with an initial greeting, followed by navigation through a cloud IVR (interactive voice response) system, routing to the appropriate department, and any hold times or transfers.
Besides helping customers get the information they need faster, a call flow has strategic advantages for your small business:
- Lets your team split responsibility for incoming calls using shared numbers
- Prevents missed phone calls from turning into lost customers by forwarding to external numbers for call overflow after hours
- Creates a good first impression for first-time customers
- Boosts customer satisfaction by routing callers to the right person on your team (and reducing callbacks)
- Saves time and money through automated routing, eliminating the need for a live receptionist
Yes, you can mute notifications for incoming calls after you’ve set up your call flows.
When you mute your notifications, incoming calls will be directed to the other team members on your shared number so they can still receive calls with Do Not Disturb forwarding in OpenPhone.
The best call flow software for your business offers you the inbound call routing features you need to service customers efficiently.
We’re admittedly biased, but we think OpenPhone is the best call flow software for growing businesses. Our call flow builder helps you build your call flows quickly in a user-friendly step-by-step visual workflow. And with multiple call flow steps to choose from, you can route incoming calls any way your team likes.
While call flows are common to call centers and contact centers, they aren’t just used by call center agents. Small and growing businesses can take advantage of call flows to quickly design complex call experiences for their teams.
Legacy call center software offered call flows in expensive packages with clunky user interfaces. Modern VoIP solutions give small businesses the benefits of call flows at a cost-effective price that fits their budget.
Join thousands of businesses already using OpenPhone to communicate better with their customers.
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