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Dial Plans

Dial plans let you build visual call routing flows using a drag-and-drop editor. Each dial plan defines how incoming calls are routed through a sequence of steps — such as ringing users, checking schedules, or forwarding to voicemail.

Viewing Dial Plans​

Navigate to Dial Plans from the sidebar. Dial plans are displayed in a card view by default, showing a visual preview of each routing flow along with its name and extension number.

Use the toggle in the top-right corner to switch between card view and table view. Both views support pagination and allow you to delete a dial plan or click through to its detail page.

Creating a Dial Plan​

  1. Click New Dial Plan in the top-right corner.
  2. Enter a Name for the dial plan.
  3. Click Create.

You'll be redirected to the dial plan editor where you can build your routing flow.

Editing a Dial Plan​

Click on any dial plan card or table row to open its detail page with the visual editor.

The Editor​

The editor has three areas:

  • Node Library (left) — Drag nodes onto the canvas to add routing steps.
  • Canvas (center) — The visual flow diagram. Connect nodes by dragging from one node's handle to another.
  • Config Panel (right) — Appears when you select a node or connection. Configure the selected element here.

Node Types​

The editor palette has eight node types:

  • Schedule — Routes calls based on a schedule. Has Open and Closed exits; the call follows whichever path matches the current time (holidays follow the Closed path).
  • Internal Extension — Rings an internal target by extension: a user, ring group, call queue, or another dial plan. Exposes a No Answer exit after the configured timeout. (Targeting another dial plan lets you reuse common flows across entry points. Targeting a call queue hands the caller off to the queue, which uses its own max-wait and timeout action — the dial plan ends at that point.)
  • External Number — Rings an external phone number with a configurable timeout. Has a No Answer exit.
  • Ring All Users — Rings every user in the account simultaneously. Has a No Answer exit.
  • Voice App — Routes the call to a voice app (e.g. an AI agent or BYO voice app).
  • IVR Menu — Plays an audio prompt and routes the caller based on the digit they press. See IVR Menu below.
  • Audio Clip — Plays an audio clip, then continues to the next step. See Audio Clip below.
  • Voicemail — Sends the caller straight to a shared voicemail box. Terminal — no exits.

Building a Flow​

  1. Drag a node from the library onto the canvas.
  2. Connect the Start node to your first step by dragging from the Start node's handle.
  3. Select a node to configure it in the side panel (e.g., pick a schedule or dial target).
  4. Connect node exits to subsequent steps.
  5. Click Save when done.

You can save partial flows and come back to finish them later.

IVR Menu​

An IVR Menu node plays an audio prompt and routes the caller based on the digit they press on their keypad. Use it to build "Press 1 for sales, 2 for support" style flows.

Configuring the Menu​

Select a Menu node to edit it in the side panel:

  • Prompt — The audio clip played to the caller. Pick from clips uploaded to the account. A menu without a prompt will hang up the call when reached, so set one before publishing.
  • Timeout (seconds) — How long to wait for a digit after the prompt finishes (1–30 seconds).
  • Options — Up to 12 digit-to-step mappings. Each option assigns a digit (0–9, *, or #) to a node on the canvas, with an optional short label (up to 20 characters, e.g. Sales) displayed next to the digit on the node so the menu is readable at a glance. A menu with no options is allowed (e.g. an announcement that only branches on timeout).

A Menu node has one exit per configured option, plus two fallback exits:

  • Timeout — Followed if the caller doesn't press anything before the timeout elapses.
  • Invalid — Followed if the caller presses a digit that isn't in the options list.

Each fallback exit can be routed to another step (for example, an operator extension or voicemail), or routed back to the same Menu node — which plays the prompt again so the caller can try again.

Audio Clip​

An Audio Clip node plays an audio clip to the caller, then continues to the next step in the flow. Use it for announcements, disclaimers, or hold messages.

  • Audio Clip — The clip to play. An Audio Clip without an audio clip will hang up the call when reached, so set one before publishing.
  • Next — The step to follow once the clip finishes. If the Next exit is left unconnected, the call ends after the clip plays.

Renaming a Dial Plan​

Click the dial plan name at the top of the detail page to edit it inline. Press Enter or click away to save.

Extension Number​

Each dial plan can have an extension number assigned. Edit it from the field next to the name on the detail page.