📞 What is the Calls Component?
The Calls component allows you to integrate outbound voice calls directly into your FlowBuilder sequences. Unlike classic support lines where you wait for the user to call, this node allows your bot to take the initiative and call the customer.
🎯 Ideal Use Cases
Follow-up of prospects (leads) who stopped responding via chat.
Proactive confirmation of appointments or reservations.
Friendly collection reminders.
Mass marketing campaigns (when activated from the Campaigns module).
🔀 Exit Branches: Intelligent Decisions
Unlike other components that have fixed options (like a simple "Yes" or "No"), this node generates its paths dynamically. The branches you see on your canvas will depend directly on the evaluation criteria you previously configured in your Voice Smarton.
Examples of how the flow reacts to the call result:
Evaluation "Interested": The flow advances to an Assignment component to transfer them to a human.
Evaluation "Voicemail": The flow detects that no one answered and advances to a Wait Time to retry the call later.
Evaluation "Requested Information": The flow advances and automatically sends them a PDF catalog via WhatsApp.
⚠️ The Golden Rule: The Mandatory Wait Time
This is the most important technical rule when configuring this component to prevent your flow from collapsing: NEVER connect a conditional or decision-making component immediately after a Call.
The problem: The Artificial Intelligence takes a few seconds to process the audio once the customer hangs up to generate the summary and evaluation. If the flow advances instantly, it will evaluate an empty result and take the error path.
The solution: You must place a Wait Time component of at least 10 seconds right after the Call node. This gives the AI "brain" the exact time to think, transcribe, and decide which branch to take.
🆚 Outbound vs. Inbound Calls
If you already use Voice Smartons to receive calls, it's important to understand the configuration differences when you initiate the contact from FlowBuilder:
Feature | Outbound Call (In FlowBuilder) | Inbound Call (Smarton) |
Initiative | The bot calls the customer during the flow. | The customer calls your phone number. |
Assignment to Human | You must place an Assignment node manually on the canvas. | It is configured internally in the Smarton. |
Closure (Classification) | You must place a Classification node on the canvas. | It is configured internally in the Smarton. |
Voicemail | Detects voicemail and allows you to take action. | Does not apply. |
💡 Limitations and Common Errors
To ensure your phone campaign is a success, keep the following considerations in mind:
Temporary pause: While the call is happening, the flow "stops" at that node. You cannot send WhatsApp messages simultaneously; the flow will only advance when the call ends.
Data availability: All information the AI captures during the call (such as name, budget, or interest) will only be available for use in the flow after the call is processed (after your 10 seconds of waiting).
Precision in names: If your flow branches are failing, verify the spelling. The names of the routes in your component must match exactly (letters and spaces) with the evaluations you created in your Voice Smarton.
Make your bot pick up the phone! 🚀
The Calls component opens a new level of proactivity in your customer service. By combining the speed of chat with the personalization of voice, you create unmatched omnichannel experiences. Make sure to respect the 10-second wait rule and start connecting with your customers! ✅