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Two steps split a call without asking the caller anything. Business hours looks at the clock. Contact property looks at who is calling.

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Business hours

The Business hours step splits your flow into Open and Closed, using the schedule already set on that line.
1

Add the step

Add Business hours where the call should split, usually straight after Incoming call.
2

Check the schedule

The step reads this line’s own opening times. Set them in the line’s Business hours settings if you have not already.
3

Fill in both paths

Open normally rings the line. Closed normally goes to voicemail or the AI receptionist.

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Worked example

Incoming call → Business hours Open → Ring this line → if missed, Voicemail Closed → Play announcement (“We’re closed, our hours are…”) → Voicemail

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Things to know

  • One per path. You cannot put a Business hours step underneath another one. Both would check the same schedule, so one of the two paths could never run, and Allo blocks the save with an explanation.
  • Two on separate branches are fine. A Business hours step inside the Sales branch and another inside the Support branch never meet, so they are allowed.
  • If business hours are switched off on the line, every call takes the Open path, whatever the time.

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Contact property

The Contact property step branches on something Allo knows about the person calling. It splits into Match and No match. You pick a property and the value it has to have. On the call, Allo looks up the caller’s number in your contacts and compares.

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Which properties you can use

The picker has two groups. Contact fields are built in and available to everyone: Custom properties are the contact properties your own workspace has. If a property has a fixed list of options, you pick the value from that list. Otherwise you type it.

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Worked example

Send your best customers straight to their account manager, and everyone else through the normal menu:
Incoming call → Contact property: Interaction level matches High Match → Ring this line (the account manager) → if missed, Voicemail No match → Phone menu

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No match is where most callers land

Anything Allo cannot confirm takes the No match path: an unknown caller, a withheld number, a first-time caller with no contact record yet, a contact whose property is empty, or a value that simply differs. Always give No match a real destination.

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How values are compared

  • Text is compared without case sensitivity, and spaces around the value are ignored. “acme” matches “Acme”.
  • Values you pick from a list are matched exactly, so there is nothing to get wrong.
  • Interaction level is one of None, Low, Medium or High.

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Things to know

  • Do not test the same property twice on one path. The answer is already settled by the first step, so the second one has a dead branch and the save is blocked. Two steps testing different properties are fine.
  • If you rename or delete a property in your CRM, a flow using it stops saving until you pick another one. The message names the property so you know which step to open.

Business hours

Set the schedule this step reads

Call flows overview

Steps, saving and limits