The Call Flow Builder lets you design exactly how incoming calls are handled — menus, routing rules, voicemail, and after-hours logic, all without a developer.

Building a call flow

  1. Open Campaigns → Call Flow and create a new flow.
  2. Drag blocks onto the canvas: greeting, menu, route by schedule, route to user, voicemail, and more.
  3. Connect the blocks to define the path a caller takes.
  4. Save and assign the flow to one or more tracking numbers.

Common patterns

  • Phone menu (IVR) — "Press 1 for sales, 2 for support." Route each option to a different person or team.
  • After-hours routing — Send calls to voicemail or an answering service outside business hours. TrackNotion records and grades those calls so you can audit the service.
  • Round-robin — Distribute calls evenly across a group of reps.
  • Voicemail with transcription — Let callers leave a message; TrackNotion transcribes it and sends you a notification.

Testing your flow

Before going live, use the test call feature to walk through the flow as a caller would and confirm every branch works as expected.