Setting Up CallFlex

Setting Up A CallFlex Number

Difficulty: Easy
Estimated Time: 3 Minutes

How to Set Up A CallFlow in CallFlex

Difficulty: Easy
Estimated Time: 6 Minutes

With our Dropified plans, Dropified users have the option to use CallFlex. CallFlex comes with a free toll-free phone number that you can use for your customer service without having to have a second phone line through your carrier. All of your calls will go through your browser.

In addition to the number, you can set up a call flow that acts as an automated menu customers can navigate when they call your number. If you’ve ever called a pharmacy and pressed “1 to speak to a representative, 2 to check on your prescription status or 3 for pharmacy hours,” you’ve essentially used a call flow.

To get your free CallFlex toll-free number:

• Log into Dropified.
• On the left-hand side menu, select “CallFlex” from the “Business” tab.
• On the right side of the screen, toward the top of the screen, select the “Add New Number” button.
• You will be brought to a new screen.
• Choose a name for your number.
  • Optional: Below the name, you can optionally forward your toll-free number to any phone number you choose. For instance, if you want your customers to be able to reach you, but not have your personal number, you can forward your customer calls you your own number.
  • You can also choose a company associated with your number below the “Forward Calls To” dialogue box. 
• Choose your country of origin where your number will originate from.
  • Your options are United States and Canada.
• Choose Toll-Free to redeem your free number.
  • You can search for specific area codes
    • Not every area code has available numbers.
  • You can also choose a specific search pattern if you want to be more particular about the number you select. The pattern will generate new numbers and populate a list below.
• Select a phone number from the list below.
• After you have chosen your number, press “Submit.”
  • Note: You will have your number for a minimum of 30 days before you can choose to change it again.

To set up a call flow:

• Go back to the main CallFlex dashboard.
• On the left side of the dashboard, select “My Callflows.”
• Press the “Add a New CallFlow” button on the right side of the screen.
• On the next screen, name your CallFlow.
• From here, you have a ton of customizability. We recommend plotting out your CallFlow and recording your dialogue yourself. If you’d rather not, you can type in messages that will be read by a text-to-voice translator bot in either a male or female voice.
• The CallFlow works as such:
  • The call begins. You can set the first step of the CallFlow by pressing “Add a Step.”
  • From here you can decide if you want to:
    • Play a message
    • Play a menu
    • Record a voicemail (this will allow the customer to record a voicemail that you will be able to listen to in the CallFlex dashboard)
    • Forward the call (this forwards the call to your designated number you choose to forward to in the first step)
• Adding a menu:
  • Choosing “Play a menu” will allow you to set up options the customer can choose from to make sure they get the help they need.
  • As stated earlier, you can upload a recording that will read the options to the customer or you can type in a script that will be read aloud by a male or female voice.
    • You can choose if the recording will be replayed if the customer does not respond by pressing the “Repeat message if the caller does not respond?” checkbox.
  • Below the option to repeat the message, you can choose the actions that will happen when a customer makes a selection.
    • You can choose up to nine different actions.
    • From here you can choose to play another recording, allow the customer to record a voicemail or forward the call.
• After building your CallFlow, press the “Save CallFlow” button at the bottom of the page.
• You can test your CallFlow by calling your toll-free number and going through the steps.