Call Flow Designer: Email Notification for Missed Calls

Overview

This guide shows you how to build a call flow that sends an email notification when certain call events occur — for example, notifying a manager when a call is missed, or sending a summary email after a caller leaves a voicemail. The Email Notification node lets you trigger automated emails at any point in the call flow.

Scenario

A company wants to ensure that missed calls during business hours are immediately flagged. The desired behavior is:

1. An incoming call rings the sales ring group for 20 seconds.
2. If no one answers, an email notification is sent to the sales manager with the caller's number and the time of the call.
3. The caller is then forwarded to voicemail.

Prerequisites

• A Ring Group or queue configured for the target team.
• The email address of the notification recipient (e.g., the sales manager).
• A voicemail box for the fallback destination.

Step 1. Create the call flow

1. Go to Call Flow Designer and click Add.
2. Enter a name (e.g., "Sales — Missed Call Email Alert").
3. Select Start from Scratch as the creation method.
4. Click Save, then click the edit icon to open the visual flow editor.

Step 2. Configure the Initial Action

1. Click the Initial Action node on the canvas.
2. Under Incoming Call from, select the DID number for the sales line.

Step 3. Add a Transfer to the Ring Group

1. Drag a Transfer node onto the canvas and connect it to the Initial Action.
2. Set the destination to your Ring Group (e.g., "Sales Ring Group").
3. Set the ring timeout to 20 seconds.

Step 4. Add the Email Notification node

1. Drag an Email Notification node onto the canvas.
2. Connect it to the Timeout / No Answer output of the Transfer node.
3. Configure the email:
   • To: Enter the recipient email address (e.g., sales-manager@example.com).
   • Subject: Use a descriptive subject with variables (e.g., "Missed call from {caller_id} at {time}").
   • Body: Include relevant call details using system variables:
     • Caller number: {caller_id}
     • Called number: {called_number}
     • Date and time: {time}

Step 5. Add Voicemail as the next step

1. Drag a Prompt node onto the canvas and connect it to the output of the Email Notification node.
2. Configure it with a message (e.g., "We're sorry, no one is available right now. Please leave a message after the tone.").
3. Add a Transfer node after the prompt and set the destination to the sales voicemail.

Step 6. Save and activate

1. Click Save.
2. Return to the call flow list and enable the call flow using the Status toggle.
3. Test by calling the sales number when all team members are unavailable and verify that the email arrives.

Flow structure

Initial Action (sales number)
  └── Transfer (Sales Ring Group, 20s timeout)
        ├── Answered → Call connected
        └── No Answer / Timeout
              └── Email Notification (to: sales manager)
                    └── Prompt (voicemail message) → Transfer (Voicemail)

Variations

Email on every call (call log)

Place the Email Notification node directly after the Initial Action — before any transfer — to send a notification for every incoming call, not just missed ones. This creates a simple email-based call log.

Different recipients based on time

Add an Office Hours node before the Email Notification. During business hours, send the missed-call email to the team manager. After hours, send it to the on-call person or a shared mailbox.

Combine with Database Query

Add a Database Query node before the Email Notification to look up the caller. If the caller is a known customer, include the customer name and account details in the email body for faster follow-up.

Escalation chain

Use multiple Email Notification nodes at different stages of the flow. For example:

1. Ring group times out → email to team manager.
2. Queue times out → email to department head.
3. Voicemail left → email to the entire team with a voicemail notification.

Tips

• Use system variables: Always include {caller_id} and {time} in the email so the recipient can quickly call back.
• Avoid email overload: If your team receives many calls, consider sending email notifications only for missed calls — not for every incoming call. Alternatively, use a shared mailbox with filters.
• Test the email delivery: Before going live, verify that the notification emails are not blocked by spam filters. Add the PBX sender address to your email whitelist if needed.
• Combine with other actions: The Email Notification node works well alongside other nodes. For example, send an email AND place the caller in a queue simultaneously by branching the flow.