--- title: "Workflows" slug: "workflows" description: "Use a custom workflow to direct your callers to the right person, every time. " tags: ["call center routing", "call management", "Contact Center Supervisor", "create IVR workflow", "Delete workflow", "IVR Step", "IVR Workflow", "ivr workflows", "mainline call routing"] updated: 2026-03-27T23:03:29Z published: 2026-03-31T11:00:00Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Workflows Dialpad’s Workflows are powerful automation systems designed to model complex customer journeys. While traditionally used for building advanced Interactive Voice Response (IVR) systems, they offer the flexibility to create sophisticated routing paths and unique behaviors that work best for your individual business logic. Workflows don’t require any coding knowledge, and you can create these dynamic experiences quickly. Let’s dive into the details! > [!NOTE] > Who can use this > > Workflows are available to Dialpad users on [all plans and licenses.](https://www.dialpad.com/pricing/) > > You must be a Company or Office Admin to manage and configure Workflows. > > Self-enablement is available for all companies. ## Benefits of workflows Workflows let you customize the customer experience by: - Collecting crucial user information (booking numbers, account numbers, etc). - Accessing CRM or other systems through APIs. - Identifying the caller. - Creating unique routing and behavior according to the individual caller’s needs. This enables more efficient use of agents and, in some cases, even allows the customer to resolve their questions through self-service. Workflows do not replace the need for a live agent, but they improve customer satisfaction while freeing up agents to handle complex inbound calls. Not only that, they provide a self-service option that can be accessed outside of business hours. ## Workflow steps Dialpad's bespoke workflow steps enable you to guide callers through personalized steps, using your voice and language, ensuring the menu selection aligns with your brand. Add as many workflows as you need, and edit them at any time. Workflow options are organized into 3 categories: | **Prompt** | Prompt steps provide users with greetings, options, or information to guide them through the workflow. The steps included in Prompt are: - **Menu:**Plays the menu prompt and collects the caller's menu choice. - **Collect:**Collects DTMF input (great for collecting account numbers, pins, etc.). - **Play:**Plays audio file prompts. | | --- | --- | | **Logic** | Logic steps make decisions in the workflow based on user input or data. The steps included in Logic are: - **Go-to:**Moves the caller to another Workflow or step inside the current workflow. - **Assign:**Creates or updates variables to store information during the call, allowing for greater personalization. If the variable does not exist, the variable will be created and assigned the given value. - **Branch:**Evaluates a variable (system or workflow specific) for a condition and proceeds down a different path based on the result. - **Customer Data:**Capture and surface key customer context to agents for faster, more personalized service. - **External API**: Connect to external data sources to fetch real-time data and drive dynamic routing. - **Expert:**Performs API calls, logic decisions, variables, and other advanced operations. > [!NOTE] > Note > > While you can use Expert to perform API calls, it is recommended to use the External API step. > > Expert flows must be enabled by our Professional Services team. Please contact your Customer Success Manager for more information. - **Call Park**: Temporarily places the caller on hold while long-running external processes (like multiple External API calls) complete. - **Call Resume**: Resume a parked call after background processes or API calls finish, allowing the workflow to proceed to the next step. | | **Terminal** | Terminal steps mark the end of the workflow journey—like hang-up, voicemail, or agent transfer. The steps included in Terminal are: - **Transfer:**Transfers the call to another Office, Contact Center, Department, User, or phone number. - **Hang-up:**Ends the current call. | > [!NOTE] > More information > > Learn more about each workflow step in [this Help Center article.](/v1/docs/workflow-steps) > > For details on system variables, see [this Help Center article.](/v1/docs/omnichannel-variables) ## Enable Workflows First things first, Workflows must first be enabled at the Company level. > [!NOTE] > Note > > Self-enablement is available for all companies. To enable workflows, go to your Dialpad **Admin Portal**. 1. Select **My Company >** **Company Settings** 2. Navigate to **Workflows(voice)** 3. Slide the toggle to **Enabled** ![View of the My Company settings. The Workflows(voice) section is shown with the Enabled option turned on.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Enable Workflows.png) Once enabled, you can create a Standard Workflow. ## Create a Workflow To create a workflow, go to your Dialpad **Admin Settings.** 1. Select **Workflows** 2. Select **Create Workflow** 3. Name your workflow 4. Select the **+** icon 5. Choose if you'd like to create a workflow from scratch or [use a template](/v1/docs/workflow-templates) 6. Select the desired actions and routing rules 7. Select **Publish > Publish** (or **Save**, if you want to save a draft) [YouTube video player](https://www.youtube.com/embed/OA9tz16T76Y?si=NR5AzF44nyQFj-0_) > [!TIP] > Tip > > Click and hold your mouse to move (drag) the workflow diagram across your screen (you can also zoom in and out using the preview on the bottom right). ## Assign a workflow Once an workflow has been published, you need to assign it to an Office, Department, or Contact Center. To assign an workflow, go to your Dialpad **Admin Settings.** 1. Select the desired Office, Department, or Contact Center 2. Select **Business Hours and Call Routing** 3. Navigate to **Call Routing** 4. Select **Edit Call Routing** 5. Choose **Open Hours Routing** or **Closed Hours Routing** 6. Select **No operator** 7. Select **To a workflow(voice)** 8. Select the desired workflow [YouTube video player](https://www.youtube.com/embed/rkhpAp3yLWo?si=Pk-2xUfcXbYSMwah) Once an is assigned, you'll see the number of **Entry Points** appear beside each workflow. ## Edit a Workflow To edit a workflow, go to your Dialpad **Admin Settings** 1. Select **Channels & Workflows** > **Workflows** 2. Under the Workflows tab, choose the workflow you want to edit and select **More > Edit.** Alternatively, you can select the workflow name directly. 3. Make the desired changes 4. Select **Save**to save your changes 5. Select **Publish** 6. Review any changes made to your workflow. If there are errors detected, such as information missing inside a step, a warning message will be displayed ![View of a confirmation window in a workflow. The options to Publish the workflow and Save the workflow are are shown.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Workflow Publish Options.png) 7. Select **Publish** to push your edits live to connected numbers [YouTube video player](https://www.youtube.com/embed/Az8KWYeCwNI?si=M2S0e-i8YEXeTNWW) > [!TIP] > Save vs publish > > Save lets you work on a workflow and save the changes without activating them. This is especially useful if you would like a colleague to review the updated flow. > > Publish****pushes the changes live to all connected numbers. > [!NOTE] > Note > > When you edit a workflow step, you're modifying the settings within that same step type. If you need to change the step type entirely, you can either: > > - Delete the existing step and add a new one, or > - Disconnect the current step and insert a new step in between. ## Copy a Workflow Copy Workflows to easily make changes without impacting live calls. This is perfect for maintaining version control and ensuring smooth updates for your workflow Developers. To copy a workflow, go to your Dialpad **Admin Settings**. 1. Select **Channels & Workflows**>**Workflows** 2. Under the Workflows tab, choose the workflow you want to copy and select**More**> **Copy** ![View of the Workflows page in Office Settings. The option to copy a workflow is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Copy Workflow.png) 3. Name the new (copied) workflow 4. Select which Office(s) you want to use the copied workflow, then select **Apply** ![A window for details about the workflow being copied. Including the new name for the workflow and which offices it applies to.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Copy Workflow Details.png) 5. Select **Copy** > [!NOTE] > Note > > Up to 10 offices can be included in each workflow copy request. ## Disconnect a workflow step Need to add or change a step on your workflow? No problem! You can insert new steps effortlessly by disconnecting, reconnecting or deleting a workflow step. To disconnect a workflow step, go to your Dialpad **Admin Settings**. 1. Select **Channels &** **Workflows** > **Workflows** 2. Under the Workflows tab, choose the workflow you want to edit and select**More**> **Edit** ![A view of the Workflows page in Office Settings.. The edit option is highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Edit Workflow(1).png) 3. Navigate to the step you want to disconnect 4. Select **Options > Disconnect** ![A view of a workflow with the option to disconnect a step highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Disconnect a Step.png) Once you remove a step, you can change and update both the workflow steps and the disconnected step at the same time. 1. To reconnect a step, select the step and drag it to the connector. ## Delete a Workflow To delete a workflow, go to your Dialpad **Admin Settings**. First, you’ll need to remove any connected numbers from the Workflow. 1. Select the desired Office, Department, or Contact Center that is currently assigned to the Workflow you need to delete 2. Select **Business Hours and Call Routing** 3. Navigate to **Call Routing** 4. Select **Edit Call Routing** 5. Choose **Open Hours Routing**or **Closed Hours Routing** 6. Change the routing option to something other than workflows. Next, return to **Channels & Workflows** > **Workflows** in your Dialpad **Admin Settings.** 1. Under the Workflows tab, choose the workflow you want to delete and select **More >** **Delete** 2. Confirm the deletion [YouTube video player](https://www.youtube.com/embed/Az8KWYeCwNI?si=BUhAhDZ0iuAZEUk-&start=41) > [!NOTE] > Note > > Workflows that have entry points cannot be deleted. > [!CAUTION] > Warning > > Deleting a workflow cannot be undone. ## Fallback options In the rare event that a step in your workflow becomes unresponsive, use a fallback action to route callers to an alternate line. To set a fallback action, go to your Dialpad **Admin Settings**. 1. Select the desired Contact Center, Department, or Office 2. Select **Advanced Settings** 3. Navigate to **Workflows(voice) Fallback Action** > [!NOTE] > Note > > You'll only see the fallback action option for Contact Centers, Departments, and Offices that already have a workflow configured. ![View of Advanced Settings for a contact center. The options for Workflow(voice) fallback action are highlighted.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Workflow Fallback Options.png) 4. Choose the desired fallback option | **Voicemail** | Sends the caller to the Contact Center's voicemail. | | --- | --- | | **Operators** | Sends the caller to operators. | | **Contact Center / Department / Offices** | Sends the caller to a specific Contact Center, Office, or Department. | | **Team members** | Sends the caller to a specific team member. | | **Room Phone / External Number** | Sends the caller to a specific room phone or number. | > [!NOTE] > Note > > Operator Fallback only works if all operators are off-duty; it will not activate if the hold queue is full or if an operator misses a call. ## Find interactions with Workflows Use Dialpad's [Session History](https://dialpad.com/sessionhistory) to easily find calls and interactions where users were guided through your Workflows. From the **Conversation History** section of your Dialpad **Admin Portal**: 1. Select **Conversation type** > **AI agent / IVR** 2. Select the desired workflow, then select **Apply** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/find-ivr-workflow.png) ## View Workflows in a call Want to see the exact steps your callers selected as they navigated through your voice workflow? Once you've found the interaction from the [Conversation history](https://dialpad.com/sessionhistory): 1. Select **View summary** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ivr-view-summary.png) 2. Select **Show internal messages** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/ivr-view-summary(2).png) That's it! Here, you'll see each workflow step, the media that played and the customer's selection. **Want to learn more?** Check out Dialpad University's [free courses](https://university.dialpad.com) covering our products and services, as well as insightful tips and best practices. ## Related - [Set Call Routing Rules for Contact Centers](/set-call-routing-rules-for-contact-centers.md) - [Set Call Routing Rules for Departments](/set-call-routing-rules-for-departments.md) - [Workflow Steps](/workflow-steps.md)