Build a custom call flow

Your call flow is the set of rules that runs when someone dials your everreach number — what they hear, where the call goes, what happens if you don't pick up. Each virtual number has its own call flow, and you can build something as simple as "play a greeting and forward to my mobile" or as detailed as a multi-option menu with different routing for office hours.

For a basic greeting and forward, the Quick Setup wizard is the faster option. This article covers the full flow editor.

A number with no call flow won't ring through. The signup wizard sets up a default flow for you. If you delete your flow without replacing it, your number stops accepting calls.

How to find the flow editor

1. Log in at portal.everreach.co.uk
2. Open Reception and click into the number you want to set up
3. Go to the Call Flow tab

Two views: List View and Visual Editor

The flow editor has two view modes you can toggle between with the tabs at the top:

• List View — the default. A hierarchical, indented view of your flow as a list of actions. This is the only view where you can add or edit actions.
• Visual Editor — shows your flow as a connected diagram. Useful for seeing how a complex flow branches at a glance. Read-only — to make changes, switch back to List View.

The six action types

Click Add Action to put a new action in your flow. There are six types:

Play Greeting

Plays an audio prompt to the caller — typically a welcome message, hold message, or instructions before another action. Pick from your saved audio prompts (see Create an audio prompt for your call flow). The call continues to the next action when the audio finishes.

Forward To

Forwards the call to one of your saved phone numbers. You can choose which number is shown on the recipient's phone (your everreach number or the original caller's — see how caller ID display works) and set how long it should ring before going to voicemail.

Call Menu

Plays an audio prompt asking the caller to press a key — "Press 1 for sales, 2 for support" — and routes them to a different action depending on which key they press. You can map keys 0–9, *, and # to any other action (forward to a different number, play a different greeting, send to voicemail, etc.).

Time Rule

Branches your flow based on a time rule — for example, route calls one way during office hours and another way outside them. The action has two paths: what to do if the current time matches the rule, and what to do if it doesn't.

Send to Voicemail

Records a voicemail from the caller. Voicemails appear in your Inbox and are also delivered to your email as audio attachments.

Hang Up

Ends the call. Useful as the final action in a branch — for example, after playing a "we're closed" message during out-of-hours.

How actions connect

Most actions have a single next step — Play Greeting, for example, plays the audio and then continues to whatever action you put after it. Two action types branch:

• A Call Menu action branches based on which key the caller pressed (each key 0–9, *, # can map to a different next action)
• A Time Rule action branches into two paths — one for when the time rule matches, one for when it doesn't

List View shows these branches as indented children under the parent action. Visual Editor draws them as connecting lines.

Saving your changes

Changes in the flow editor aren't applied until you click Save Changes. If you navigate away with unsaved changes, your browser will warn you. Once saved, the new flow is live for the next call.

To start over, delete your current flow and either rebuild manually or run the Quick Setup wizard again.