Build a custom call flow

Your call flow is the set of rules that runs when someone dials your everreach number — what they hear, where the call goes, what happens if you don't pick up. Each virtual number has its own call flow, and you can build something as simple as "play a greeting and forward to my mobile" or as detailed as a multi-option menu with different routing for office hours.

For a basic greeting and forward, the Quick Setup wizard is the faster option. This article covers the full flow editor.

A number with no call flow won't ring through. Callers to a number with no call flow are hung up on. During signup you're offered Quick Setup to create a flow, but it can be skipped with Skip for now — if you skipped it, set up a flow before you give your number out. If you delete your flow without replacing it, your number stops accepting calls.

How to find the flow editor

1. Log in at portal.everreach.co.uk
2. Open Reception. It opens on your first number — to set up a different one, click the number's name at the top of the page and pick it from the list
3. Go to the Call Flow tab

Two views: List View and Preview

The flow editor has two view modes you can toggle between with the tabs at the top:

• List View — the default. A hierarchical, indented view of your flow as a list of actions. This is the only view where you can add or edit actions.
• Preview — shows your flow as a connected diagram. Useful for seeing how a complex flow branches at a glance. Read-only — to make changes, switch back to List View.

The seven action types

Click Add Action to put a new action in your flow. There are seven types:

Play Greeting

Plays an audio prompt to the caller — typically a welcome message, hold message, or instructions before another action. Pick from your saved audio prompts (see Create an audio prompt for your call flow). The call continues to the next action when the audio finishes.

Forward Call

Forwards the call to one of your saved phone numbers, chosen in the Forward To field. You can choose which number is shown on the recipient's phone with Caller ID (your everreach number or the original caller's — see how caller ID display works) and set how long it should ring before going to voicemail with Voicemail Timeout (seconds).

Call Menu

Plays an audio prompt asking the caller to press a key — "Press 1 for sales, 2 for support" — and routes them to a different action depending on which key they press. You can add up to 12 options, each on one of the keys 0–9, * or #, and point each at any other action (forward to a different number, play a different greeting, send to voicemail, etc.).

Time Rule

Branches your flow based on a time rule — for example, route calls one way during office hours and another way outside them. The action has two paths: During business hours (the current time matches the rule) and Outside business hours (it doesn't).

Send to Voicemail

Records a voicemail from the caller. Voicemails appear in your Inbox. They're also emailed to you as audio attachments if Send incoming voicemail messages to your email address is set to Enabled on the number's Advanced tab.

Hang Up

Ends the call. Useful as the final action in a branch — for example, after playing a "we're closed" message during out-of-hours.

Ring Group (Beta)

Rings several of your saved numbers at once, or one after another, instead of forwarding to a single line. See Ring groups: ring several people at once.

How actions connect

Only Play Greeting has a single next step — it plays the audio and then continues to whatever action you put after it. The other actions work like this:

• A Forward Call action goes to voicemail if nobody answers within the Voicemail Timeout
• Send to Voicemail and Hang Up end the call
• A Call Menu action branches based on which key the caller pressed (up to 12 options, each on a key 0–9, * or #)
• A Time Rule action branches into two paths — During business hours and Outside business hours
• A Ring Group action has an If nobody answers path for when no one in the group picks up

List View shows these branches as indented children under the parent action. Preview draws them as connecting lines.

Saving your changes

Changes in the flow editor aren't applied until you click Save Changes. If you close or reload the browser tab with unsaved changes, your browser will warn you. Once saved, the new flow is live for the next call.

To start over, click Delete Flow and either rebuild manually or run the Quick Setup wizard again.