What are flows?

Flows in Outbound. Flows in Omni.

LeadDesk Flows allows you to build automation for incoming call and message handling. You can find much more information about flows in the "Getting started with Omni" section of the onboarding portal here.

• If your agents are working in a customer service environment using Omni, flows can help for inbound calls and messages.
• If your agents are working in a call center, primarily with Outbound calls, flows can still be useful to handle any inbound calls.

Advanced flows are even more powerful, and can be activated on the LeadApp store. Create IVRs, redirect numbers, prioritise calls based on CRM data, and much more.