Call flows

A call flow is a graph that describes what happens when someone calls your number. Build them at /tools/business-phone → Call Flows.

Node types

• Menu (IVR) — "Press 1 for sales, 2 for support…"
• Forward — ring a phone number or softphone team
• Voicemail — record + transcribe
• Business hours — branch on time/day/holiday
• Queue — hold music + wait for an agent
• Recording — start/stop call recording
• Webhook — fire an event mid-call (advanced)
• AI receptionist — LLM-driven greeter (Pro perk)

Example: simple support flow

incoming call
  → business hours
      → in hours → forward to team softphone, fallback to voicemail
      → out of hours → voicemail

Build it:

1. Drag Business hours onto the canvas, set Mon–Fri 9–5.
2. From the "in hours" branch, drag Forward → pick your softphone team (or your own number).
3. From "Forward" — No answer branch → drag Voicemail.
4. From the "out of hours" branch — drag Voicemail directly.
5. Save. Assign to the inbound number.

Example: 3-option IVR

incoming call
  → menu: "1 sales, 2 support, 3 billing"
      → 1 → forward to sales team
      → 2 → forward to support team
      → 3 → forward to billing@yourdomain.com voicemail
      → timeout → repeat menu (up to 3x) → voicemail

Recording calls

Drop a Recording node at the start of the flow (or anywhere mid-flow). When the call hits it, recording starts.

Consent law: Suzko doesn't enforce notification. If your jurisdiction requires consent (US two-party-consent states, EU, Canada), include a recorded greeting that announces the recording before any meaningful content.

Business hours + holidays

Business hours node settings:

• Days + times per day
• Timezone — picks the timezone of the number's area code by default
• Holidays — paste a list of dates (or import from a holiday calendar)

Voicemail

• Greeting — recorded in the dashboard, or upload a .wav / .mp3
• Transcripts — AI-generated, emailed to you with the audio attached
• Retention — 90 days by default, configurable on Pro perk

Live softphone routing

If you set Forward → Softphone team, the call rings every team member with the softphone open. First to pick up wins. Unanswered after the timeout falls through to the next node (usually voicemail).