The transfer is the hard part.

Routing

The flow you draw is the flow that runs.

28 block types on a drag canvas: hours, menus, queue transfers, sub-flows, table lookups, outbound HTTP. There are 3 kinds of flow, because what somebody hears while waiting runs on a different executor, with a different set of legal verbs, than the flow that answered them.

Publishing freezes a version. A call already in progress finishes on the version it started with, so editing the menu at two in the afternoon does not change what the person currently on hold is listening to.

Two softphones. One call engine.

The browser softphone lives inside the admin portal. The Windows desktop app is that same engine in a window that does not vanish when somebody closes a tab. Organizations pick one or run both.

The controls match because underneath they are the same conference operations: hold, transfer, add a third person, mute or remove any participant, and a roster showing who is actually on the call right now.

When somebody is away, their calls forward to their mobile and their presence reads forwarded — so nobody is left wondering whether it even rang.

Queues

Sales, Support and Billing keep their own rules.

Each named queue carries its own priority, its own required skills, its own maximum wait before the flow takes the overflow branch, and its own in-queue flow. Nobody is offered a call from a queue whose skills they do not have.

One queue per organization is the fallback, so a call that names nothing still lands somewhere rather than nowhere.

Hours

It knows when you are closed.

A flow reads your hours in your own timezone, with daylight saving handled for you, and branches four ways: open, a holiday, an emergency, or simply closed. Each can say something different, because “closed for Canada Day” and “closed until nine tomorrow” are not the same message.

And who sits at which desk.

Everyone gets a direct line and a three-to-six-digit extension that is unique inside your organization. Dialling a colleague bridges the way an outside call does, but never touches the phone network — so it costs nothing and never shows up on your minutes.

Records

One timeline per person.

Calls, texts and voicemails attach to a contact automatically, matched on the normalized number rather than on however somebody happened to type it. When they ring, their record opens.

The text inbox is shared across the whole organization, so replying does not depend on who was at their desk when the first message arrived.

Answered inside thirty seconds, or not.

Service level, answer rate, average handle time, daily volume, an hourly heatmap, queue trends over time, and a timeline of every status change. Enough to work out whether Tuesday at eleven is a staffing problem or a bad week.

Thirty-one permissions, and a tenant that comes from the token.

Three roles ship immutable — Tenant Admin, Supervisor, Agent — and you can author your own from 31 permissions across 7 groups. A role edit applies on the next request.

Underneath, every tenant-scoped query filters on an organization id taken from the verified session token and from nowhere else. There is a test suite whose only job is to prove one customer cannot reach another’s data.

Minutes and texts are included up to an allowance. Past it you pay by the minute and by the message, at a rate that drops as the plan gets bigger.

Every plan carries a monthly spend ceiling, because a compromised extension dialling premium numbers overnight is the expensive failure in this industry, not a feature request.