Scout SuiteHow-to guide
Building a call flow
A call flow is the picture of what happens when someone rings: what they hear, which button does what, and who gets rung. Attach the group's primary number to that one flow — opening hours and how long to ring live as steps in the graph, not as a separate weekday flow.
Create a flow
On Call flows, New call flow. You get a starter layout — a greeting, a keypad menu, a ring step and hang up — named Main call flow unless you change it. Phone voice on the list page is the voice used for spoken prompts on this group's lines; Record all inbound calls sits next to it if you want every inbound call recorded.
Build what callers hear and who gets rung
Open the flow and edit the graph. Say speaks a prompt. Menu gathers a keypress — the editor wires 1 / 2 / 3 and an "other" path. Ring calls leaders (on their eSIM if they have one), a team, or an ordinary phone number, together or in turn. Add Schedule for opening hours and bank holidays, Voicemail to take a message and email a transcript, Use flow to jump into another flow, or Short dial codes so eSIMs can dial a short number into this flow.
SayMenuRingScheduleVoicemailYou can go further — PIN gates, matching known callers, an AI assistant behind one of those gates, sharing a flow with other groups in the district. None of that is required to answer the phone on section night.
Attach the group number
In the editor, tick the primary number under Connected phone numbers (PSTN), and Save flow. That's the step that makes inbound calls follow this graph. Opening hours belong on a Schedule node in the same flow; the Ring step is who gets called while it's open. You can also give the flow a short dial code (1–6 digits) for leader eSIMs. Flows shared from the district or county show on your list; on a shared flow you attach a short code, not the group number.
Buying a number is not the same as answering it. Until a live flow lists that number, inbound calls don't get a greeting. Get the number and eSIMs in Setting up group phones.
Phones & messages
More in this topic
The group number, call flows, inbox, and meeting recordings.