This article outlines how to create a direct dial experience using call flows, allowing callers to reach a specific agent without navigating through menus or teams. By using the Ring to widget, you can configure direct routing logic with customizable ringing and voicemail settings.

Set up a direct dial with the Ring to widget

To configure direct dial routing, follow the sections below.

Configure Ring to widget

Steps

  1. Add a Ring to widget to your call flow.
  2. Select if you want it to ring to an User, a Team, an Internal or External Number.
  3. In the input field, type the name of the user, team, or (internal or external) number you want calls to be routed to. Ensure the name is typed with correct punctuation so it can be found.
  4. Set the ring duration to define how long the call should ring before continuing to the next step.
  5. Use the Wait for busy agents toggle to decide if the call should wait in the queue when agents are busy or if it moves to the next step without waiting:
    • Wait for busy agents - toggle off: The call will move to the next step if the agent is already on a call. This could help avoid delays by routing the call elsewhere if the agent is unavailable.
    • Wait for busy agents - toggle on: The call will wait in queue when agents are busy on a call or in wrap-up. If an agent becomes free within the ringing time, the call will be sent to them.

Set up a personalized voicemail

If the agent is unavailable, you can add a customized voicemail message to the flow.

Steps

  1. Add a Voicemail widget after the Ring to widget.
  2. Customize the voicemail message by either:
    • Using text-to-speech, or
    • Uploading an audio file (MP3 or WAV format).
  3. Ensure the message is under 3 minutes in length.
Tip: Short, clear voicemails help reduce wait times and improve the caller experience.

Publish your call flow

Once your direct dial flow is complete, review the call flow configuration.
Click Publish to activate the changes.

Your direct dial route is now live and ready to connect callers directly to the selected agent.

Learn more about Call flow routing overview