Call Flows & Call Handling

Create a call flow and publish it to a phone number

Build a call flow in Dispatch Bros: drag nodes like Greeting, IVR Menu, and Ring Group onto the canvas, press Publish, then assign your phone number to the flow.

Play a greeting when customers call (Greeting node)

Add a Greeting node to a Dispatch Bros call flow to play a text-to-speech message or an uploaded MP3/WAV recording before the call routes onward.

Build a press-1 phone menu (IVR Menu node)

Add an IVR Menu node to your Dispatch Bros call flow: create up to 9 keypad options, wire each digit to its own step, and set replays and keypress wait time.

Forward calls to a cell phone or teammate (Forward Call node)

Use the Forward Call node in Dispatch Bros to send incoming calls to any outside phone number or to a specific dispatcher, with a ring timeout you control.

Ring your whole team at once (Ring Group node)

Use the Ring Group node in Dispatch Bros to ring every online dispatcher at once — or just a Call Group you define — with the first to answer taking the call.

Send callers to voicemail and get the recording (Voicemail node)

Add a Voicemail node to a Dispatch Bros call flow: record or type the greeting, cap message length, and get an email or SMS the moment a voicemail is left.

Route calls differently after hours (Business Hours node)

Add a Business Hours node to a Dispatch Bros call flow to split calls by open and closed hours — ring the team during the day, send to voicemail at night.

Automatically text a caller from a call flow (Send SMS node)

Add a Send SMS node to a Dispatch Bros call flow to text the caller automatically mid-call — a booking link, your address, or a we-will-call-you-back note.

Why your call flow is not answering: Draft vs Published

A Dispatch Bros call flow answers calls only when it is Published AND assigned to a number. Here is what Draft, Published, and the warning badges mean.

Point a phone number at a call flow

Assign a Dispatch Bros phone number to a call flow from the Numbers tab's Inbound Call Flow column — the flow answers that number's calls the moment it saves.

Call Masking: let technicians call customers without exposing numbers

Turn on Call Masking in Dispatch Bros so customers and technicians talk through a company number — nobody sees the other's real phone number.

Team Routing: answer groups and the desktop app

Create Call Groups in Dispatch Bros Team Routing to control who rings on incoming calls, see live status per member, and understand how the desktop app takes priority.

Supervise live calls: listen and speak from the Live HUD

The Dispatch Bros Live HUD shows every teammate's call status in real time — and lets owners and admins silently listen to a live call, then unmute to speak.