Flow Triggers

Every flow begins with one fixed trigger. Phonely adds the trigger when you create the flow; it cannot be added from the block picker, deleted, or moved on the canvas. The trigger depends on the flow’s direction and role:

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First Flow and its Greeting

The First Flow is the agent’s default entry point for inbound calls. Each agent can have only one First Flow, and its trigger appears as Greeting. Select Greeting to configure:

• Greeting Message: The first thing the agent says when it answers an inbound call.
• Answers: Up to six optional routes from the greeting. Expand Advanced Settings to add them, then connect each answer to the appropriate next block.

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Change the First Flow

A flow must have at least one published version before you can make it the First Flow.

1. Publish the target flow first if it has no published version.
2. Select its Start Flow trigger and enable Set as First Flow.
3. Wait for the First Flow change to auto-save.
4. Review the Greeting and its paths, then publish draft changes before testing.

If call recording is enabled, the editor reminds you to include an appropriate recording disclosure in the greeting. Make sure the wording meets the requirements that apply to your calls.

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Start Flow for other inbound flows

An inbound flow that is not the First Flow begins at Start Flow. It does not receive a new call or replay the First Flow’s greeting. The active conversation enters it in one of two ways:

• Transfer Flow: A connected block routes the active call into the flow.
• Global Flow: Phonely enters the flow when its Trigger Condition matches in an enabled conversation type.

Connect the Start Flow output to the first block that should run after the conversation enters the flow.

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Configure a Global Flow

A Global Flow is available from across a conversation instead of only through a connected Transfer Flow block. Use one when a distinct intent should be reachable from multiple parts of the agent. To configure it:

1. Open another inbound flow and select Start Flow.
2. Enable Set as Global Flow.
3. In Trigger Condition, describe when to enter the flow.
4. Select at least one conversation type: Inbound, Outbound, or SMS.
5. Turn on the flow, then test conversations that should and should not enter it.

Write the Trigger Condition as a clear intent, not a list of exact phrases. Keep it specific and distinct from other Global Flow trigger conditions so the agent can choose the intended flow. If Set as Global Flow is off, the flow can still be entered through a connected Transfer Flow block. Turning the flow off removes it from normal Global Flow routing.

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Make Call for outbound flows

Every outbound flow begins with Make Call. Select the trigger to configure:

• Phone Number: The destination to call. Insert a variable when the number is supplied at runtime.
• Voice Mail Message: The message Phonely leaves when voicemail is detected.
• Provide Call Screening Details: Optional caller identity and reason for calling. When an automated call screener answers, Phonely provides this information so the recipient knows who is calling and why. Caller Name and Reason for Calling can use variables available before the call begins.
• Voicemail Call Outcome Tagging: Outcome tags recorded for calls that reach voicemail. This setting is under Advanced Settings.

Make Call provides two outputs:

• Answered: Continue the live call path when someone answers.
• Voicemail: Start an optional post-call path for voicemail handling.

Connect Answered to the first block the agent should run after someone answers. Use the Voicemail connection when that outcome needs follow-up work after the call.

Run actions before Greeting or Make Call

Pre-call blocks are optional. Add one from the connection above Greeting or Make Call to run it before the agent greets an inbound caller or dials an outbound number.Use pre-call blocks to prepare or validate data, set variables for later blocks, end an inbound call before the greeting, or prevent an outbound call from being placed.A failed request does not stop the call automatically. Route the relevant failure result to a pre-call End Call block when Greeting or Make Call should not run.Start Flow does not support pre-call blocks because the conversation is already active when another inbound flow begins.