Call Flows

Call Flows are voice engagement strategies that define how AI agents interact with consumers over the phone. Each call flow strategy determines the conversation structure, handling logic, and follow-up actions for inbound or outbound calls. Use call flows to automate collections or servicing conversations at scale while maintaining compliance and consistency.

Creating a Call Flow Strategy

To create a call flow, select Create Strategy and choose the type of strategy you want to build.

You can create either:

Collections - for delinquent accounts, payment negotiations, and recovery workflows
Servicing - for loan servicing tasks such as payoff quotes, escrow updates, payment processing, and autopay enrollment

Each strategy is assigned a unique UUID that identifies the flow within the platform. This UUID is then associated with accounts to determine which strategy applies to each consumer.

Strategy Routing

Strategies can route to other strategies, enabling you to build modular, portfolio-specific engagement paths.

For example, if you manage multiple asset classes or portfolios and each requires a separate strategy, you can create one strategy per asset class. A general servicing strategy can then route consumers to the appropriate strategy based on account attributes.

Ad Hoc Dialing

For enterprise customers, ad hoc dialing is available on a per-consumer basis.

Only call flow strategies can be run ad hoc. Other strategy types do not support ad hoc execution.

Workflow Limitations

At this time, each consumer can have only one workflow active at a time.

If you need to assign a different workflow to a consumer, you must first clear their existing workflow. For details on workflow assignment behavior—including how changes propagate and the reassignment process—see the Workflows article.

Managing Call Flows

Delete a Call Flow

To delete a call flow, select the Delete button.

Deleted call flows cannot be recovered. Make sure you want to permanently remove the strategy before proceeding.

Duplicate a Call Flow

To create a copy of an existing call flow, select the Copy button.

Duplicating is useful when you want to iterate on a strategy without modifying the original or when you need a similar flow for a different portfolio or use case.

Call Flow Settings

Direction

Choose whether the strategy is inbound or outbound.

Inbound - for handling incoming calls from consumers
Outbound - for proactive outreach to consumers

Voice

Select the voice the AI agent will use during calls.

Choose a voice that aligns with your brand and the tone appropriate for your engagement strategy.

Strategy Name

Set the name of the strategy for easy identification.

To rename a strategy after creation, hover over the strategy name and click the pencil icon to edit.

Editing Call Flows

You can use the AI editor to update call flows, create custom intents, or modify engagement strategy.

The AI editor is currently in beta. Features and behavior may change as the editor evolves.

Testing Before Deployment

We strongly recommend testing all call flows by placing a test call before deploying them to production.

Testing helps you validate conversation logic, confirm compliance behavior, and identify any issues before the strategy interacts with real consumers.

Knowledge Base

The Knowledge Base contains reference information the AI agent can use during calls.

It is divided into two sections:

Pre-Identification - information available before the consumer's identity is verified
Post-Identification - information available after the consumer's identity is verified

Post-identification knowledge bases operate separately from pre-identification knowledge bases. They are not stacked on top of each other. Configure each section independently.

Default Company Information

Basic company information - such as your company name, operating hours, and address - is included by default.

We recommend avoiding duplicate or unnecessary additions to the knowledge base, as extra information may confuse the agent or dilute relevant responses.

Triggers, Follow-Ups, and Response Guidance

These settings allow you to customize behavior for specific intents and states, including call outcomes, compliance dispositions, and contact restrictions.

Call Outcomes

Supported call outcomes include:

Voicemail - AI-enabled detection
No Answer - deterministic outcome
Wrong Number - AI-enabled detection
Call Completed - call was answered and conversation occurred

Compliance Dispositions

Supported compliance dispositions include:

Cease & Desist
Dispute
Bankruptcy
Call Attorney
Deceased
Refusal to Pay

When a compliance disposition is detected, the platform can trigger appropriate actions to ensure compliance requirements are met.

Contact Restrictions

Supported contact restrictions include:

Do Not Call (DNC)
Do Not Text (DNT)
Do Not Email (DNE)

Triggers

Triggers are actions you want the system to take when a specific intent, outcome, disposition, or restriction is identified.

Available triggers include:

Send Text - send an SMS message using an existing template
Send Email - send an email using an existing template
Send Payment Link - send a payment link to the consumer
Queue Workflow - queue a workflow for execution
Transfer to Agent - transfer the call to a live agent
Custom API - send a custom request via configured webhook

Follow-Ups

Follow-ups let you define additional downstream actions for a specific outcome, disposition, or restriction.

For example, if a consumer disputes a debt, you may want to automatically send a dispute confirmation email. Follow-ups allow you to configure this behavior without manual intervention.

Response Guidance

Response guidance lets you instruct the AI on how to respond in a given state, including:

what to say
the tone to use
how to handle the conversation

This is useful for shaping the consumer experience while ensuring responses stay aligned with your workflow design and compliance requirements.

Best Practices

Test before deploying - always place a test call to validate call flow behavior
Keep the knowledge base focused - avoid duplicate or unnecessary information that could confuse the agent
Use strategy routing - build modular strategies for different portfolios or asset classes rather than one monolithic flow
Configure triggers and follow-ups thoughtfully - ensure compliance dispositions and contact restrictions trigger appropriate actions
Review call outcomes - monitor voicemail rates, wrong numbers, and no answers to refine your strategy over time

Summary

Call Flows give you a structured way to automate voice engagement across collections and servicing use cases. With configurable strategies, routing logic, knowledge bases, and trigger-based actions, you can build compliant, consistent, and scalable phone conversations that align with your operational goals.

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