The Call Center (call-service) is a separate ServiceFlow application for IVR, contact center queues, AI voice receptionist, call recording, and call analytics. Operational CRM stays in the main app; telephony depth lives in call-service. Automated calling has to be enabled.
(In call-service, see external docs for detail) - Configure call flows, IVR menus, and business hours routing. Run AI receptionist scripts for lead capture and booking handoff. Monitor live calls and historical analytics. Integrate with Twilio & Telnyx numbers provisioned for voice. Automated calling integration enabled for your business. Voice provider and phone numbers configured. Click Automated Calls (or Calls) in the main menu. Call-service opens authenticated, follow in-app Call Flow Docs link for setup wizards. Use the external documentation site linked above for: - Creating call flows - AI agent prompts - Queue. Deep docs are maintained on call-service, not duplicated here. SMS in main app vs voice in call-service can confuse staff until menus are customized. Embedded call status on job and customer records in main app. Unified reporting across SMS, voice, and Messenger. /docs/guides/twilio-telnyx step 3 is Open call-service from ServiceFlow.
Overview
The Call Center (call-service) is a separate ServiceFlow application for IVR, contact center queues, AI voice receptionist, call recording, and call analytics. Operational CRM stays in the main app; telephony depth lives in call-service.
How to access
This guide lives in ServiceFlow docs, but full documentation is hosted on the call-service app:
From the main app (when automated calling is enabled):
- Calls or Automated Calls menu → opens call-service in a new tab with SSO token
- Production:
https://call-service.serviceflow-pro.com
How do you configure call flows, IVR menus, and business hours routing?
Configure call flows, IVR menus, and business hours routing.
(In call-service — see external docs for detail)
- Configure call flows, IVR menus, and business hours routing.
- Run AI receptionist scripts for lead capture and booking handoff.
- Monitor live calls and historical analytics.
- Integrate with Twilio & Telnyx numbers provisioned for voice.
Prerequisites
- Automated calling integration enabled for your business.
- Voice provider and phone numbers configured.
- Admin access to call-service settings.
Step-by-step
Open call-service from ServiceFlow
- Confirm Settings → Integrations has automated calling enabled.
- Click Automated Calls (or Calls) in the main menu.
- Call-service opens authenticated—follow in-app Call Flow Docs link for setup wizards.
For setup details
Use the external documentation site linked above for:
- Creating call flows
- AI agent prompts
- Queue and ring group configuration
- Webhook and recording settings
Current limitations
- External app — call configuration is not fully inside main ServiceFlow settings.
- Deep docs are maintained on call-service, not duplicated here.
- SMS in main app vs voice in call-service can confuse staff until menus are customized.
Roadmap
- Embedded call status on job and customer records in main app.
- Unified reporting across SMS, voice, and Messenger.
- One integration panel linking Twilio voice and SMS.
Example: the IVR lives in the other app
Automated calling has to be enabled. Calls or Automated Calls in the main app opens call-service in a new tab with an SSO token. Production is the call-service host. Full flow editing, queue setup, recordings, and the written call-center docs stay on that app, including the call-flow docs path. This ServiceFlow page does not duplicate those screens.
In call-service you can build call flows, IVR menus, and business-hours routing, run an AI receptionist that captures a lead and hands off booking, watch live calls, and read history. Voice numbers come from Twilio or Telnyx. SMS in the main app and voice in call-service are different products. Staff get confused when both are named "calls" until an admin hides the menu they should not use.
A missed after-hours call is an on-call schedule problem in the main app plus a flow problem in call-service. Embedding call status on the job, one report across SMS and voice, and a single Twilio panel are roadmap. Turning automated calling off hides the menu. It does not delete old call history in call-service.