Quick Links
Step 1
Navigate to Call Flows
Click "Phone" in the top navigation bar. In the left-hand navigation, click "Call Flows." This opens the Call Flows page where all of your saved call flows are managed.
Step 2
Create a New Call Flow
In the top-right corner, click the "+ Call Flow" button. This opens the call flow builder.
Step 3
Set Your Company and Country
At the top of the builder, you'll see two fields — Company and Country.
First, select the company this call flow is being built for. This must match the company that the phone number you intend to assign this call flow to is associated with. A mismatch here will prevent you from being able to assign it correctly.
Next, confirm the country. This defaults to the United States — change it if the number you're assigning this call flow to is in a different country.
Important: Always set the company first. If the call flow's company doesn't match the phone number's company, the call flow won't appear as an option when you go to assign it. |
Step 4
Turn On Call Recording
Below the Company and Country fields, you'll see a "Record Calls" toggle in the middle of the screen. Enable this if you want all calls through this flow to be recorded.
Step 5
Add a Greeting Step
The first step in your call flow is what happens the moment a call comes in. The most common starting point is a Greeting — this is typically used to inform the caller that the call is being recorded.
Click to add a Greeting step. You have two options for the audio:
Option | Description |
Upload a Recording | Upload a pre-recorded audio file to play for the caller |
Text-to-Speech | Type in the message you want played and LeadSnap will convert it to audio |
Example text-to-speech message: "This call is being recorded for quality assurance purposes."
Step 6
Add a Menu Step
After your greeting, add a Menu step. The menu prompts the caller to press a number on their keypad to be routed in a specific direction.
Tip: The menu step is also effective at blocking robocalls — automated systems cannot press a number, so they will fail and show up in your calls list as missed. |
Just like the greeting, the menu step requires you to set the audio first — either by uploading a recording or using text-to-speech. This is the message the caller will hear that explains their options.
Example: "Press 1 to speak with sales. Press 2 to speak with support."
Once the audio is set, add your menu branches below it. Each branch represents one keypad option:
Click to add Branch 1, set the key to "1", and give it a label (e.g. Sales)
Click to add Branch 2, set the key to "2", and give it a label (e.g. Support)
Step 7
Build Out Each Branch
Each branch operates as its own independent routing path. To work inside a branch, click the question mark icon on the right side of the branch to toggle into it.
For each branch, add a Dial step and enter the phone number you want calls forwarded to when a caller selects that option. Branches can forward to the same number or different numbers.
Branch | Example Setup |
Branch 1 (Press 1 — Sales) | Dial step → Sales team phone number |
Branch 2 (Press 2 — Support) | Dial step → Support team phone number |
Step 8
Add an End Step to Each Branch
Every branch needs a closing step. After the Dial step on each branch, add either a Voicemail step or a Hang Up step.
For a Voicemail step, you'll again be prompted to either upload a recording or use text-to-speech for the voicemail greeting. Repeat this for each branch.
Tip: Adding a voicemail at the end of each branch ensures callers always have somewhere to go if the call isn't answered — rather than just getting dead air or a disconnect. |
Step 9
Save the Call Flow
Once all steps and branches are configured, scroll back to the top of the builder and click "Save."
Important: Saving the call flow does not activate it. You still need to assign it to a phone number before it will have any effect. |
Step 10
Assign the Call Flow to a Number
In the left-hand navigation, click "Numbers" to go to the all Numbers page. Find the number you want to assign this call flow to and click "Preview" — this opens a slide-out panel on the right side of the screen.
Scroll to the bottom of the slide-out and locate the "Use Call Flow" toggle. Enable it. A dropdown will appear below — open the dropdown, select the call flow you just created, and click "Save."
Important: Once a call flow is assigned to a number, it takes over all routing for that number. The "Forward Calls To" number set during purchase will no longer be used — the call flow controls everything from this point forward. |