How it works
A call flow defines the sequence of prompts, responses and transfers; include recovery for unrecognised input and human escalation. Voice-based workflows help route service requests without requiring a person at every step. Their usefulness depends on clear prompts and a reliable route to human support.
Business example
An automated line greets a customer, provides an order update and offers transfer to a human agent.
What to consider
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.