> For the complete documentation index, see [llms.txt](https://docs.livecaller.io/livecaller/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.livecaller.io/livecaller/services/business-phone-pbx/flows.md).

# Flows

You have the ability to create **custom call flows** according to your needs and priorities. These flows determine how calls are routed, how operators are addressed, and how communication with customers is managed.

The system includes **Interactive Voice Response (IVR)**, which allows you to:

* Automatically route calls to the correct department.
* Give customers quick options based on the type of service they need.
* Reduce operator workload and improve service efficiency.
* Create multi-step navigation, including menus, voice messages, and automated responses.

IVR and custom **Flows** let you configure calls so that customer communication is **fast, efficient, and convenient**.

If you want, I can also make a **diagram showing an example IVR flow with menus and call routing** — it makes understanding flows much easier. Do you want me to do that?

<figure><img src="https://3442820265-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpnyVksmZW86N5iVDiUvg%2Fuploads%2FIRgO6IDwAjit3fwj0Lon%2Fimage.png?alt=media&amp;token=9a173563-8816-4139-a0bc-3b8314a2999d" alt=""><figcaption></figcaption></figure>