Assign an IVR flow to a phone number
Every phone number runs exactly one IVR flow. The flow lives independently — you can build it once and reuse it on multiple numbers, or have a different flow per number for language- or brand-specific entry points.
Before you start
- A phone number provisioned and visible in Settings → Voice.
- A flow you want to assign — either an existing one or one you’re about to create.
Steps
- Open Settings → Voice.
- Select the phone number in the sidebar.
- Go to the Flows tab.
- Pick a flow:
From the existing flows list, click Assign on the flow you want to use.
Or click Create Voice Flow to build a new one. After saving, it’s automatically assigned to the current number. - Save.
The next call to this number will use the assigned flow.
Verify it worked
Dial the number from your own phone. You should hear the first action in the flow — typically a greeting Say Message — instead of a fallback message.
Reusing flows across numbers
A single flow can power multiple numbers. Common reasons to do this:
- A general “office hours menu” used by every regional number, with the language-specific greeting handled by a Language Selection node.
- An A/B test on a marketing number — share the main flow and switch the assignment when measuring.
- Multiple toll-free numbers for the same brand, all funneling into the same support flow.
To assign a flow to several numbers, repeat the steps on each phone number — flows are not “broadcast assigned” from one place.
Switching flows on a live number
Changing the assigned flow takes effect on the next call — there’s no propagation delay. Calls already in progress continue on whichever flow they started.
If you’re rolling out a major IVR change:
- Build the new flow alongside the old one (do not edit the live flow directly).
- Test the new flow on a spare number first.
- When you’re satisfied, switch the assignment on the production number.
- Keep the old flow around for a week in case you need to roll back.
Troubleshooting
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Symptom: You don’t see your flow in the list. Fix: Flows are tenant-wide but are listed in the Flows tab of any number. If the flow exists but isn’t shown, refresh the page or check whether you’re looking at the right phone number.
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Symptom: A call lands but plays a generic message instead of your flow. Fix: No flow is assigned. Walk through the steps above and confirm an Assign action was performed (not just selecting the flow in a dropdown without saving).