Call sequences
Give every call a clear next step.
Build greetings, phone menus and outbound notifications with spoken prompts, keypad choices and clear branches. Test a draft, publish a complete workflow and keep ongoing calls on the version they started with.
A menu with a purpose
ExampleService information
“Press 1 for opening hours, or 2 for directions.”
Read the opening hours
The hours sequence speaks the opening times and ends the call.
Published version · calls keep the version they start with
Interactive workflow example. Selections change this illustration only.
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What can a sequence do?
A sequence defines the ordered steps a call follows. Speak a prompt, play an audio asset, collect keypad input, record a response or end the call. Use explicit branches for the caller’s selection and a deliberate path for no input or an unrecognized choice.
Make the menu useful
Keep prompts short and name the available choices. A service menu can offer opening hours or directions, with a useful response for each selection.
Give every choice a clear next step
Branch to a named sequence when a keypad selection completes. Define what happens after silence and an unmatched choice, and give the caller a clear ending. Keep live business actions in the application or conversational runtime that owns them.
A coherent release
Test the change. Publish the whole journey.
Keep related sequences in one workspace version. Edit the shared draft and test its latest saved content. Publish the complete version so a menu and the sequences it references change together.
- 01
Preview with your team
Use selected test caller numbers to reach the draft through an inbound number. Test choices, silence and missing references. A draft test reads the latest saved sequence at each transition, so coordinate edits while testing.
- 02
Keep ongoing calls stable
Calls using a published version keep its immutable sequence content. Publishing changes the version chosen for new calls. Draft previews keep their selected draft identity, with later transitions reading its latest saved content.
Inbound and outbound
Use the same behavior in both directions.
An inbound number can enter a named sequence. An outbound call can select a published sequence or provide an inline entry. An accepted outbound request is the start of the lifecycle: ringing, answer, execution and the final outcome remain separate things to follow.
Plan the complete result
A recipient may not answer, media may fail, or keypad collection may end without a recognized choice. Follow the telephone outcome and the executed call path separately.
Roll back deliberately
Restore earlier sequence content by cloning it into a new draft and publishing a new version. This does not undo calls already made, external application changes, number bindings or customer actions.
Questions about call sequences
Is a call sequence the same as an automation flow?
Can I build an IVR menu?
Does keypad input mean speech recognition?
What does publishing change for active calls?
Does an accepted outbound request mean the recipient answered?
Build the next part of your calling path
Call sequences guide Follow the setup, requirements and operational checks.
AI Voice Bring a conversational runtime to the phone, with your context, tools and handoff.
Recordings and transcripts Review captured audio and transcripts alongside the call that produced them.
Voice pricing Review published destination rates and relevant call components.
Related resources
Continue with the documentation, guides and examples for this topic. Resources are in English.
Talk to our Voice team
Design a call that finishes the job.
Start with a greeting, an input and a useful next action. Define the timeout and failure paths, then test the complete journey with your team.