Dial Plans
Dial plans let you build visual call routing flows using a drag-and-drop editor. Each dial plan defines how incoming calls are routed through a sequence of steps — such as ringing users, checking schedules, or forwarding to voicemail.
Viewing Dial Plans
Navigate to Dial Plans from the sidebar. Dial plans are displayed in a card view by default, showing a visual preview of each routing flow along with its name and extension number. Use the toggle in the top-right corner to switch between card view and table view.
Creating a Dial Plan
Click New Dial Plan in the top-right corner.
Enter a Name for the dial plan.
Click Create.
You'll be redirected to the dial plan editor where you can build your routing flow.
The Editor
Node Library (left) — drag nodes onto the canvas to add routing steps.
Canvas (center) — the visual flow diagram. Connect nodes by dragging from one node's handle to another.
Config Panel (right) — appears when you select a node or connection. Configure the selected element here.
Node Types
Schedule — routes calls based on a schedule. Has Open and Closed exits.
Internal Extension — rings an internal target by extension: a user, ring group, call queue, or another dial plan. Exposes a No Answer exit after the configured timeout.
External Number — rings an external phone number with a configurable timeout. Has a No Answer exit.
Ring All Users — rings every user in the account simultaneously.
Voice App — routes the call to a voice app (e.g. an AI agent).
IVR Menu — plays an audio prompt and routes the caller based on the digit they press.
Audio Clip — plays an audio clip, then continues to the next step.
Voicemail — sends the caller straight to a shared voicemail box. Terminal — no exits.
Building a Flow
Drag a node from the library onto the canvas.
Connect the Start node to your first step.
Select a node to configure it in the side panel.
Connect node exits to subsequent steps.
Click Save when done.
IVR Menu
An IVR Menu node plays an audio prompt and routes the caller based on the digit they press. Use it to build "Press 1 for sales, 2 for support" style flows.
Configure in the side panel: Prompt (the audio clip played), Timeout in seconds (1–30), and Options (up to 12 digit-to-step mappings: digits 0–9, *, or #). A Menu node has one exit per configured option, plus Timeout and Invalid fallback exits. Each fallback can route to another step or loop back to replay the prompt.
Audio Clip Node
An Audio Clip node plays an audio clip to the caller, then continues to the next step. Use it for announcements, disclaimers, or hold messages. If the Next exit is left unconnected, the call ends after the clip plays.
Renaming and Extension Number
Click the dial plan name at the top of the detail page to edit it inline. Each dial plan can also have an extension number assigned, editable from the field next to the name.