Overview
A call flow decides what happens when someone calls you. You choose who the phone rings, in what order, how long it rings, and what happens if nobody picks up.
You set up one plan for your working hours and another for the times you are closed. You can also send repeat callers somewhere different from first-time callers.
Steps
Step 1: Open your call flows
Click Settings in the lower-left corner of your screen.
Click Communication and Marketing.
Click Call Flows.
You will see all the call flows on your account.
From this page you can also:
Update an existing call flow
Copy one, then change the copy instead of starting over
Delete one you no longer need
Step 2: Create a new call flow
Click Add Call Flow.
Enter a name for it.
Step 3: Set your business hours
Set your business hours schedule first. This controls how calls are handled during your working hours.
Choose your time zone.
Choose the days. You can pick weekdays, weekends, or all days.
Choose your hours. The video routes calls between 9:00 a.m. and 6:00 p.m. Eastern Time.
Anything outside these hours is handled by your non-business hours settings.
Step 4: Choose how calls are routed
Pick how you want incoming calls to reach your team:
Option | What it does |
Single Forward | Sends the call to one number. |
Simultaneous | Rings everyone at the same time. Whoever answers first gets the call. |
Sequential | Rings people one after another in a fixed order, starting from the top. If the first person does not answer, it rings the next, and so on until someone answers or the steps run out. |
Voicemail | Sends the call straight to voicemail. |
Step 5: Choose how the call reaches each person
For each step, choose one of these:
Number Forward
Sends the call to a personal mobile or phone number, like a normal phone call. They can answer wherever they are.
You can type a number in yourself, or use the number already saved on their account.
In-App Answering
Sends the call to REsimpli in the browser, or to the mobile app.
The advantage is that the caller's details appear on the pop-up. If the person calling is already in your system, things like their property address show up before you answer.
Select the users you want. You can add more than one.
Step 6: Set the ring time
Choose how many seconds the phone rings before the call moves to the next step.
For example, you might ring for 40 seconds before the call goes to voicemail.
Step 7: Set up your voicemail
Choose your voicemail message in one of three ways:
Pick a recording already saved in your account.
Upload a recording from your device.
Record a new one directly in REsimpli.
Step 8: Set up non-business hours
Calls that come in outside your business hours are handled here.
If you want those calls to go to voicemail, set that up in this section.
Step 9: Choose your basic call settings
Record incoming calls
Toggle this on to record your calls. Recordings are saved to the lead's activity log, and you can listen to them in your call logs.
Incoming caller ID
Choose which number you see when a call comes in. You can display the caller's own number, or the campaign phone number they dialled.
Greeting
Toggle this on to play a short message before you are connected. Pick an existing recording, upload one, or record a new one.
Step 10: Set up repeat caller routing (optional)
A repeat caller is someone who has called you before. You can send them somewhere different from a first-time caller.
Toggle this on, then choose how to route them:
To the number they reached last time — they get back to the person they already spoke to.
To a specific phone number you choose.
By role — for example, send the call to whoever is the Acquisition Manager on that lead.
By property status — for example, send calls about New Lead properties to one person, and Under Contract properties to someone else.
You can turn repeat caller routing on for your non-business hours too.
Step 11: Save
Once everything is set the way you want, save your call flow.
Important Notes
Set your business hours first. Any time you do not include becomes non-business hours automatically.
Simultaneous rings everyone at once and the first to answer gets the call. Sequential rings people one at a time in order.
In-App Answering shows you who is calling before you pick up, if they are already in your system. Number Forward does not.
Call recordings appear in the lead's activity log and in your call logs.
Repeat caller routing is what sends returning callers back to the person who already knows them.
Copying an existing call flow is quicker than building a new one from scratch when you only need small changes.
Troubleshooting
Calls go to voicemail when you expected to be available
Those hours may not be in your business hours schedule. Anything outside it is treated as non-business hours.
Everyone's phone rings at once and you did not want that
You are using Simultaneous. Switch to Sequential to ring people one at a time in a set order.
Calls move to the next person too quickly
Increase the ring time so the phone rings for longer before moving on.
You cannot see who is calling
Use In-App Answering. It shows the caller's details on the pop-up when they are already in your system. Number forward sends the call as a normal phone call, without that information.
Returning callers are not reaching the right person
Set up repeat caller routing. You can send them to the number they reached last time, to a specific person, to a role such as the Acquisition Manager, or based on the property status.
You cannot find a call recording
Check the lead's activity log or your call logs. Recordings are saved in both.
Summary
You set up a call flow. You opened Settings, Communication and Marketing, and Call Flows, then created a flow and set your business hours. You chose how calls are routed, how they reach each person, how long they ring, and what your voicemail says. You set up your non-business hours, turned on call recording, caller ID, and a greeting, and configured where repeat callers should go before saving.