Home 📞 Inbound Numbers (13/1300/1800 & Routing) How to Edit a Call Flow for a Phone Number

How to Edit a Call Flow for a Phone Number

Last updated on Apr 08, 2026

Overview

A call flow controls what happens when someone calls a number. Editing or creating a call flow is done through the Pickle Portal and changes take effect immediately once saved.

What Is a Call Flow?

A call flow is a set of rules that determines how incoming calls are handled. This can include:

  • Call forwarding — routing calls to one or more destinations

  • IVR (Interactive Voice Response) — an automated menu (e.g. "Press 1 for Sales, press 2 for Support")

  • Time-of-day routing — different destinations based on the time or day

  • Voicemail — capturing messages when calls go unanswered

An SMS flow controls what happens when someone texts the number — including auto-replies, email notifications, and analytics.

A number can have both a call flow and an SMS flow linked at the same time.

Before You Begin

  • If no call flow is linked, incoming calls may go unanswered — always ensure a flow is active

  • Changes take effect immediately once saved

  • For complex configurations, contact Pickle support before making changes

Steps to Edit a Call Flow

  1. Log in at my.thinkpickle.com.au

  2. Click Phone Numbers in the left navigation

  3. Locate the relevant number and click View

  4. Scroll to the Call Flows section

  5. If a call flow is linked — click Edit next to the flow name to open it in the Flow Builder

  6. If no call flow is linked — follow the prompts to create or link a new one

Steps to Create or Edit an SMS Flow

  1. From the same Call Flows section, locate the SMS flow area

  2. If no SMS flow is linked, click Create SMS Flow

  3. The Flow Builder will open for configuration

Using the Flow Builder

The Flow Builder can also be accessed directly from Flow Builder in the left navigation. It is the central tool for building and managing all flows, including:

  • Routing rules and destinations

  • IVR menu prompts and keypress logic

  • Time-of-day and day-of-week schedules

  • Voicemail settings

  • SMS auto-responses and email notifications

Changes saved in the Flow Builder are applied to the linked number immediately.

Key Takeaways

  • A call flow controls incoming calls; an SMS flow controls incoming texts

  • A number can have both linked simultaneously

  • Changes take effect immediately — review carefully before saving

  • If no call flow is linked, calls may go unanswered

  • For complex changes, contact Pickle support before editing

Contact Pickle

  • Portal: my.thinkpickle.com.au — 24/7

  • Email: [email protected]

  • Phone: 1300 688 588 (business hours)

  • After hours: Available for clients with an extended hours agreement

Pickle — Office 12, 7-9 Churchill Ave, Strathfield NSW 2135