OpenPhone helps you manage every aspect of your call and text communications. You can control every customer interaction from start to finish. In this article, we’ll share everything you need to have seamless call flows in your OpenPhone workspace.
What are call flows?
A call flow is a roadmap of how incoming calls are directed within a business’s phone system. It’s a sequence of events that includes an initial greeting, navigation through an interactive voice response (IVR) menu, call routing to the appropriate department, and hold times or transfers.
Call flows make it easier for you to handle incoming call volumes as your business grows. In OpenPhone, you can control your call flows with four primary features:
- Business hours: Your main hours of operation for when you’re available to take incoming calls.
- Phone menu (IVR): A curated list of options callers can choose to reach different departments in your business.
- Ring order: Recipients for incoming calls among members of your shared number.
- Unanswered calls: Backup routing options for when your team is unable to pick up the phone during or after business hours