Call Flows (IVR)

Answer and route every call automatically

A call flow is an automatic receptionist for your number. Play a greeting, offer a phone menu, ring your team, forward the call to any phone or hand it to an AI voice agent. Built in a visual editor, no technical setup required.

Start free trialSee how it works

Works with 2Chat virtual numbers in 90+ countries and with WhatsApp Business API numbers.

Trusted by 1,000+ businesses worldwide

How it works

From a ringing number to a working receptionist in three steps

01

Open Inbound Call Handling

Go to your virtual number's settings and click Inbound Call Handling. On a WhatsApp Business API number, turn on WhatsApp calling and open the Calls tab instead.

02

Build the flow visually

Click Create new call flow. A visual editor opens: press the plus button to add a step, connect the pieces and add as many steps as you need.

03

Save and let it answer

Click Save. From then on your number answers automatically and follows the steps you set up. Come back and change the flow whenever you like.

Use cases

One number, routed the way your business works

Call flows replace the receptionist, the shared mobile and the missed calls with a few connected steps.

A front desk that never misses a call

Greet callers, offer a short menu and ring the whole team. If nobody picks up, the caller leaves a voicemail instead of hanging up.

Forward to the person on duty

Send calls to an external mobile or a store landline, straight away or when the team does not answer. Change the number in a minute when shifts change.

An AI agent as your first line

Let an ElevenLabs voice agent handle routine questions, notify your team on WhatsApp when it succeeds and forward to a human when it does not.

Departments and locations

Press 1 for sales, 2 for support, 3 for the downtown store. Each option can ring your team or forward to a different number.

WhatsApp calls

Forward WhatsApp calls to any phone number

Customers can call your WhatsApp Business number straight from the chat. 2Chat receives the call and runs it through the same call flow: play a greeting, offer a menu, ring your team or forward the call to a landline, a mobile or your call center.

  • Turn on WhatsApp calling from the channel's Calls tab, then create the call flow in the same place.
  • The Forward to number step works for WhatsApp calls too, so the call rings a regular phone wherever your team is.
  • Record WhatsApp calls and review the call history in 2Chat, just like calls to a virtual number.

Available on WhatsApp Business API numbers connected directly through Meta's Cloud API. Numbers in coexistence mode or managed by another partner cannot receive WhatsApp calls.

Learn about the WhatsApp Business APIRead the setup guide

Building blocks

Every step your calls might need

Build your first call flow

Play a greeting

Record or upload a welcome message and the instructions callers should follow.

Phone menu

Let callers press a key to reach the right team. Add an error message for invalid options and the greeting repeats.

Ring your team

Ring everyone in your 2Chat account at once so the first available agent takes the call.

Forward to any number

Send the call to an external landline or mobile, directly or after a menu option.

Voicemail

Give callers a place to leave a message when nobody answers or no option is pressed.

Send to an AI voice agent

Hand the call to your ElevenLabs agent and get the recording in 2Chat when the call ends.

Notify your team on WhatsApp

Post a message to a WhatsApp group when a step completes, for example when the AI agent takes the call.

Fallbacks for every path

Decide what happens when nobody picks up or the caller presses nothing: voicemail, another number or an agent.

Where it works

Attach a call flow to any number you run on 2Chat

Virtual numbers and WhatsApp Business API numbers share the same flow builder. Without a flow, a number simply rings all of your agents.

Virtual phone numbers

Local numbers in 90+ countries, activated instantly. Open Inbound Call Handling to attach a flow.

Browse virtual numbers

WhatsApp Business API numbers

Turn on WhatsApp calling and route the calls your customers start from the chat, including forwarding to regular phones.

About the WhatsApp Business API

ElevenLabs voice agents

Connect your number to an ElevenLabs agent over SIP and send calls to it from any step of the flow.

See the ElevenLabs integration
Meta Tech Provider
Certified Meta Tech Provider

2Chat operates as an official Meta Tech Provider, meeting the highest standards for security, stability, and compliance in enterprise environments.

Questions & answers

Call flows and IVR: frequently asked questions

A call flow is a set of steps that runs when someone calls your number: play a greeting, offer a phone menu, ring your team, forward the call to another number, send it to voicemail or to an AI voice agent. In 2Chat, call flow and IVR (Interactive Voice Response) mean the same thing.
You need either a 2Chat virtual number or a WhatsApp Business API number with WhatsApp calling turned on. Virtual numbers are available in more than 90 countries and activate instantly.
By default a number has no call flow and simply rings all the agents in your 2Chat account. A call flow replaces that behavior with the steps you choose.
Yes. Once WhatsApp calling is on for your WhatsApp Business API number, the calls customers start in WhatsApp run through your call flow, and the Forward to number step sends them to any external landline or mobile.
WhatsApp calling works on WhatsApp Business API numbers connected directly with Meta through the Cloud API. Numbers in coexistence mode (also used in the WhatsApp Business app) and numbers managed by another partner cannot receive WhatsApp calls.
No. The flow builder is a visual editor: click the plus button to add a step, connect the pieces and save. Start with something simple, such as ringing everyone, and add greetings or menus later.
Yes. The Send to ElevenLabs step hands the call to an agent you built on ElevenLabs. Place it first in the flow or behind a menu option, add a fallback to a human or an external number, and retrieve the call recording in 2Chat afterwards.
Yes. Open the flow from your number's settings, edit the steps and save. The new version applies to the next call. On WhatsApp Business API numbers you can also disconnect the flow or turn calling off from the Calls tab.

Keep exploring

Cloud phone system

Calls, recording, transfers and WhatsApp on the same number, with no hardware.

Learn more

Call and SMS rates

Per-minute and per-message prices by country for your virtual numbers.

Learn more

HubSpot integration

Log WhatsApp conversations and calls on HubSpot contacts and trigger workflows.

Learn more

Strategic Decision

Ready to take your communication to the next level?

Great teams don't leave results to chance. With the right communication system, you can follow up faster, build stronger relationships, and close more deals effortlessly.