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Overview

When a customer calls one of your project’s numbers, Uservox needs to decide which process — and which flow within that process — should handle the call. Incoming call routing controls that decision, from a single project-wide default down to per-number, time-windowed overrides. This builds on the number-based routing described in Setting Up and Monitoring Incoming Calls — this page covers the Conditional Flow routing added under Default Incoming by Phone Number.

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Where to Configure It

  1. Open Account Settings → Project Settings.
  2. Find Default Incoming Routing and Default Incoming by Phone Number.
Advanced Settings card showing Default Incoming Routing and a Conditional Flow ID time-window rule

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Default Incoming Routing

At the top of the card, Default Process and Default Call Flow set the fallback: any incoming call that doesn’t match a more specific rule below is routed here. If you pick a Default Process that has an associated flow, Uservox shows a Use Suggestion prompt to fill in the matching Default Call Flow automatically.

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Per-Number Routing with Time-Window Conditions

Under Default Incoming by Phone Number, click + Add Number to override routing for a specific inbound number. Each number row has:
  • Phone Number, Process, and Flow — the base override for that number.
  • Overrides — opens a Conditional Flow ID editor, letting you route the same number to different flows depending on when the call comes in.
Inside a conditional, set:
  • Start / End — the time window the rule applies in.
  • Days — which days of the week the rule is active (leave empty to apply every day).
  • Then use this Flow ID — the agent/flow to use for calls matching this window, selected directly or via a dynamic parameter.
Add multiple conditionals to cover different windows (e.g. business hours vs. after-hours) on the same number; calls outside every conditional window fall back to that number’s base Process/Flow.
A conditional isn’t active until a Flow ID is set — the editor flags this with “Flow ID is required for an conditional to take effect.”

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Frequently Asked Questions

The call falls back to that phone number’s base Process and Flow. If the number itself has no override configured, it falls back further to the project’s Default Process and Default Call Flow.
Yes — add separate conditionals with different Days selections, each pointing at its own Flow ID.