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The start flow block defines how and when a workflow begins in Phonely. It does not speak to the caller directly, but it controls which flow is entered, under what conditions, and on which channels (Inbound, Outbound, or SMS). Every workflow must have a Start Flow block. It is the anchor that determines when your logic is activated and how the agent transitions into the rest of the flow. Start Flow Block example

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What the Start Flow Does

The Start Flow block determines three critical things:
  1. It defines when the workflow is triggered. Phonely evaluates the Start Flow whenever a call or message comes in (or is initiated outbound) and decides whether this flow should run.
  2. It controls how the flow is entered. A workflow can either start automatically as the primary entry point, or be triggered conditionally during an ongoing conversation.
  3. It specifies which communication types can activate the flow, such as inbound calls, outbound calls, or SMS conversations.

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Add a Start Flow

When you create a new workflow from scratch in Phonely, the Start Flow block is added automatically to the canvas. You do not need to manually insert it or select it from the block library. Phonely always includes a Start Flow block because every workflow must have a clear entry point. When the workflow opens:
  • The start flow block is already present on the canvas
  • It is ready to be configured as a First Flow, Global Flow, or both.
  • Your only required action is to connect it to the next block, typically a Greeting Message, Collect, or Talk block.
Configuring A Start Block

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Set as First Flow

When Set as First Flow is enabled, Phonely will always start with this workflow whenever an inbound call is received. Only one workflow per agent can be set as the First Flow.
This option is not available for outbound calls.
The Greeting Message field is where you write the first thing the agent says when the call begins (for example: “Hello, how can I help you?”). If call recording is enabled for the agent, you must include a recording disclosure in your greeting. The tooltip in the UI explicitly warns that you must state the call is being recorded, and that you can remove this requirement by disabling call recordings in settings. Set Start Flow Advanced Settings Under Advanced Settings, you can add Answers (keywords). These are used to create branching paths for the greeting message. This means you can type one or more keywords a caller might say (each entry is added when you press Enter), and then route the call differently based on the caller’s response right after the greeting.

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Set as Global Flow

Set as Global Flow allows this workflow to be triggered at any point during a conversation, as long as its trigger condition is met. Unlike First Flow, a Global Flow does not start the call. Instead, it acts as an interrupt or handoff that Phonely can transfer into dynamically. Set Start Flow As Global Once enabled, Phonely continuously evaluates the trigger condition and transfers into this flow when appropriate.

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Trigger Condition

The Trigger Condition defines why this workflow should activate. This is written in natural language and describes what the caller says or intends. For example, “When someone mentions needing help with a specific product.” Phonely uses this condition to decide whether to enter the workflow, especially when the flow is marked as a Global Flow. Keep trigger conditions:
  • Clear and specific
  • Focused on intent, not exact phrasing
  • Narrow enough to avoid accidental transfers

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Channel Selection (Inbound, Outbound, SMS)

The channel checkboxes determine where this workflow is allowed to run.
  • Inbound: By selecting, Phonely can trigger this global workflow during any inbound call when the trigger condition is met.
  • Outbound: By selecting, Phonely can trigger this global workflow during any outbound call when the trigger condition is met.
  • SMS: By selecting, Phonely can trigger this global workflow during any text conversations when the trigger condition is met.
You can enable one, two, or all three depending on how the workflow should be used.