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You can add actions, connect them in sequence, save your work as a draft, and publish when you're ready to go live.

Opening the Builder

Go to Settings in your Salesmsg account.
Select Inboxes from the left menu.
Choose the inbox you want to configure.
Click Calling, then open Smart Call Flows.
Click into your call flow to open the builder.

The builder opens with your inbox name and current status (Active or Disabled) displayed at the top.

Building Your Call Flow

The canvas starts with an Incoming Call trigger, which is the entry point for every call flow.

To add actions to your flow:

Click the + button on any connector line between components.
An Actions menu appears with three sections:

Actions

Ring
Send to Voicemail
Play Audio
IVR Phone Tree
Forward Call
Send SMS

Logic

Business Hours

AI Agents

Select the action you want to add. It will be inserted into your flow at that point.
Continue adding actions until your flow is complete.

You can zoom in and out using the controls in the bottom-left corner of the canvas. The + and - buttons adjust zoom in 5% steps, and the current zoom level is displayed between them.

Here's the help article section for the Play Audio action in Smart Call Flow:

Play Audio action

The Play Audio action lets you play an audio message to callers at a specific point in your call flow. You can use it to deliver announcements, greetings, or hold music before routing the call to the next step.

Adding Play Audio to your call flow

In the Smart Call Flow builder, click the + button where you want to insert the action.
Select Play Audio from the Actions menu.
The configuration sidebar opens on the right. Choose one of three audio options:
- Record — record audio directly in your browser using your microphone
- Upload — select an existing MP3 or WAV file from your device
- Text-to-speech — type a message and select a voice to generate audio
After configuring your audio, give the file a name when prompted.
Save the step. The Play Audio component will display the audio method in its label on the canvas.

Audio options in detail

Recording

Click Record, select your microphone, and click Start Recording.
Recordings can be up to 3 minutes long. The recording stops automatically at that limit.
After stopping, you can play back the audio before saving.
A file name is required to save.

Uploading

Click Upload to open your audio library.
Files must be MP3 or WAV format, no larger than 10MB, and no longer than 3 minutes.
Files outside these limits will not be accepted.

Text-to-speech

Enter your message text, then select a voice (basic, premium, or custom).
Click Play to preview how the audio will sound before saving.
Both a message and a file name are required to generate and save the audio.

Managing your audio library

All saved audio files are stored in your library and available for reuse across your call flows. From the library, you can:

Play or pause any file using the playback controls
Search for files by name
Use the three-dot menu on any file to preview, download, rename, or delete it

Removing the Play Audio step

To remove the action from your flow, open the configuration sidebar and click Delete step at the bottom.

Saving and Publishing Your Flow

How you save your flow depends on whether it's active or not.

If your flow is disabled (new or inactive):

Click Save Changes to save your progress without activating the flow.
Click Activate when you're ready to turn the flow on.

If your flow is already active:

Click Publish Changes to push your updates live.

The Save Changes button becomes inactive when no new edits have been made since your last save.

Leaving the Builder

Click the X in the top-right corner to exit and return to the Smart Call Flows page.

If you have unsaved changes, you'll be prompted to confirm before leaving:

On a disabled flow: you'll be asked if you want to Save Changes before exiting.
On an active flow: you'll be asked if you want to Publish Changes before exiting.

Frequently Asked Questions

Can I make changes to an active call flow?

Yes. You can edit a flow whether it's active or disabled. On an active flow, use Publish Changes to push your updates live.

What happens if I close the builder without saving? You'll see a confirmation prompt if there are unsaved changes. If you confirm without saving, your edits will be lost.

Can I drag components to reorder them on the canvas?

Not at this time. Components are added via the + button on connector lines and are placed in sequence.