The Call Flow Type determines what happens after a caller dials your tracking number and before they are connected to an agent. SureConnect supports three options.
Option 1: Caller Menu (Native)
A traditional press-1 menu that qualifies callers using touch-tone (DTMF) or speech recognition. You define menu options, and callers select one before being routed.
- Best for high-volume campaigns where you need fast, predictable qualification.
- Supports DTMF input, speech input, or both simultaneously.
- Each menu option can route to a specific product category or connect directly to an agent.
See Set Up a Caller Menu for configuration steps.
Option 2: AI Voice Assistant
A conversational AI agent powered by ElevenLabs that qualifies callers through natural dialogue. The AI asks questions, collects information, and determines whether the caller is qualified — all before connecting to a human agent.
- Best for complex qualification criteria that do not fit a simple press-1 menu.
- Extracts structured data (age, budget, timeline, health status) from the conversation.
- Requires an ElevenLabs API key and a configured agent in your ElevenLabs account.
See Set Up an AI Voice Assistant for configuration steps.
Option 3: Direct Connect
Skip all qualification and route the caller directly to an available agent. No menu, no AI, no delay.
- Best for high-intent traffic where every caller should reach an agent immediately.
- Fastest time-to-agent of any option.
- No configuration required beyond selecting the option.
See Set Up Direct Connect for details.
How to change the Call Flow Type
- Go to Campaigns and open the campaign you want to edit.
- Find the Call Flow Type section.
- Select the option you want and configure any required settings.
- Click Save.