How to build Voice flows in Cue

Voice workflows let you control exactly what happens when a call comes in - beyond basic routing. You can play a greeting, offer callers a menu to choose a department, branch based on business hours, and route to specific teams.

Workflows are built visually in the flow editor using drag-and-drop steps. This guide covers how to access the editor, the available steps, and how to publish your workflow.

Accessing the workflow editor

1. Open app.cuedesk.com
2. Navigate to Connectivity → Channels
3. Find your Voice channel and click the settings cog
4. Click the Advanced tab
5. Click Edit flow

The flow editor opens as a full-screen canvas. Your channel's phone number appears as the entry point on the left. Steps connect left-to-right, showing the path a caller follows.

Adding steps to your workflow

Click the + button after any step to add a new one. The "Add a voice step" panel appears with the available step types. You can also search by name.

Available steps

Play message

Plays an audio message to the caller -  a greeting, an announcement, or any spoken content.

1. Click + and select Play message
2. Choose between Generate audio (text-to-speech) or Upload audio
3. If using text-to-speech, type your message (up to 300 characters), select a voice from the dropdown, and click Preview to hear it
4. Click Save

The step appears on the canvas showing a preview of the message text.

Menu

Creates an automated phone menu where callers press a number on their keypad to choose an option. Each key maps to a label and branches to a different path in the workflow.

1. Click + and select Menu
2. Under Script, configure the audio the caller hears (e.g. "For Sales press 1, for Support press 2"). Use text-to-speech or upload audio, the same as Play message
3. Under Keys, add a key for each option. Each key has a digit (1–#) and a label (e.g. "Sales"). Click + Add key for additional options
4. Under Behaviour, set:

• Timeout - how long to wait for the caller to press a key before treating it as a no match/no input (e.g. 5 seconds)
• Retries on no match / no input - how many times to replay the script before taking the fallback path (e.g. No retries/1 retry)

1. Click Save

Each key creates a separate output on the canvas that you can connect to the next step for that path. A "No input / No match" output handles callers who do not press a key or press an invalid one.

Business hours

Branches the workflow based on whether the call is received during or outside your business hours. This step has two outputs: Open and Closed.

1. Click + and select Business hours
2. Click Choose a schedule and select an existing business hours schedule
3. Click Save

Connect the Open output to the steps callers should follow during business hours (e.g. a greeting, then route to agents). Connect the Closed output to the steps for after hours (e.g. play an out-of-office message).

Transfer to agents

Routes the call to available agents using a distribution strategy. This is typically the final step in a workflow path.

1. Click + and select Transfer to agents
2. Under Team, choose either All active agents in the workspace or a specific team
3. Under Distribution, select the routing strategy: Round-robin, Fewest calls today, or Longest idle
4. Set the Ring duration - how long to ring each agent before moving to the next (e.g. 60 seconds)
5. Under Hold music while waiting, preview the current hold music or click Change to upload a different file
6. Click Save

Saving and publishing

Workflows use versioning to let you make changes without affecting live callers until you are ready.

• Save - saves your changes as a draft. The workflow is not yet live. The header shows "Saved" to confirm.
  
• Publish - makes the current draft version live. Callers will immediately experience the updated workflow. The version indicator in the top-right updates to show "Live".

Example: basic business hours workflow

Here is a common workflow pattern for a Voice channel:

1. Call comes in on your Voice phone number (entry point)
2. Business hours step checks whether you are open or closed
3. If Open: Play message ("Thank you for calling Cue’) → Menu step (“Please press 1 to speak to Sales, or 2 to speak to Customer Success") → Customer selects option 1 on keypad→ Transfer to agents (Round-robin, Sales team)
4. If Closed: Play message ("Our office is currently closed. Please call back during business hours.")

Frequently asked questions

What happens if I save but do not publish?

Your changes are saved as a draft but callers continue to experience the previous live version. Nothing changes for callers until you publish.

Can I revert to a previous version?

You can view previous versions using the version dropdown. To revert, open the previous version and publish it again.

What happens at the end of a workflow if there is no next step?

If a caller reaches the end of a path with no further steps, the call will end. Make sure every path in your workflow ends with either a Transfer to agents step or a Play message that sets the caller's expectation.

Can I have different routing strategies for different teams in the same workflow?

Yes. Use a Menu step to let callers choose a department, then connect each key to a different Transfer to agents step with its own team and distribution strategy.