📋 Summary

This video training walks users through the setup and use of Call Flows within the PhoneBurner® system. Call Flows allow users to build a menu-based routing system that helps guide callers to the appropriate person or department when they call back a PhoneBurner-managed number. The training covers how to access Call Flow settings, create new keypress routing options (e.g., press 1 for Sales, 2 for Support, 3 for a specific team member), and how to assign those options to either team members or external phone numbers. It also demonstrates how to record or upload a greeting that instructs callers on their options and how to assign the completed Call Flow to a specific number pool. Once active, any callbacks to numbers in that pool will be handled by the Call Flow, ensuring efficient, self-guided call routing and better team responsiveness.

🏷️ Tags

PhoneBurner, call flows, inbound call routing, keypress menu, number pools, callback management, team routing, call menu, phone system setup, external forwarding, call flow greeting

📝 Cleaned-Up Transcript

🎵 [Music Intro]

Hello there! Thank you for taking a moment to watch this video. In this training, I want to talk to you about inbound call routing—specifically, how you can take advantage of a feature in the PhoneBurner® system called Call Flows.

This feature allows you to create a menu system so that when someone calls back one of your phone numbers, they can pick an option from a menu and be routed to the appropriate person.

Let’s dive in.

In the upper-right corner, click your initials or profile image, then go to Inbound Settings. From there, on the left-hand side, select Call Flows.

The first time you visit this section, you won’t see any call flows yet—so click Add Call Flow.

Give your flow a name; I’m going to call this General Callback Flow.

Now define the keypress options you want callers to use. For example:

• Option 1 – Sales
  Route to a team member. If Heather handles sales, choose “Member” and assign Heather.

• Option 2 – Support
  If support is handled outside PhoneBurner, choose “Forward” and select a verified external number.

• Option 3 – Me (Jeff)
  Again, select “Member” and assign it to yourself.

Once those keypress routes are defined, you'll need to create a greeting to guide callers.

Click Play a Greeting, then choose to either upload a pre-recorded greeting or record one within PhoneBurner.

Let’s say I record a greeting:

“Hey, thanks for reaching the PhoneBurner hotline. We're so excited you're calling us!
Press 1 to talk to our sales team,
Press 2 for support,
Press 3 if you’d like to talk to Jeff.”

You can re-record as needed until you're happy with it, then hit Save and Submit to finalize the call flow.

But we’re not done yet. We still need to assign this Call Flow to a number pool.

Click Assign Numbers, and you’ll be taken to your Number Inventory.

Scroll to the number pool you want—let’s say Customer Follow-Up—click Edit, and change the Routing Strategy from “External Number” to Call Flow.

Select your General Callback Flow, click Submit, and you’re done!

Now, whenever someone calls a number from that pool:

• They'll hear your recorded greeting.

• They can press 1, 2, or 3 to reach the right contact.

That’s how easy it is to use Call Flows within PhoneBurner to ensure callbacks get routed efficiently to your team.

Thanks again—and happy dialing!

🎵 [Music Outro]