5. Create a call flow

Heedify supports visual call flow routing via the Call Flows module, integrated with Microsoft Teams resource accounts and Teams Phone — a call flow describes what happens when a customer calls your Teams number, from the greeting to the queue to any fallback, configured through a drag-and-drop editor.

Prerequisites

  • A Teams resource account with a phone number assigned
  • The queue created in the previous step

Create the Teams resource account (Unify model)

In the Unify model, create and link the Teams resource account with PowerShell before building the flow in the portal. Run the commands in Teams PowerShell.

Connect:

Connect-MicrosoftTeams

Create the resource account (Unify application id 13dc7c3d-b71b-4568-a68e-ac31df943617):

New-CsOnlineApplicationInstance -UserPrincipalName "acme_desk@acme.com" -DisplayName "ACME Desk" -ApplicationId 13dc7c3d-b71b-4568-a68e-ac31df943617

In the Microsoft 365 admin center, assign a Microsoft Teams Phone Resource Account licence (free) to the new account.

Associate the ACS resource that matches your region:

Region AcsResourceId
Europe (EU) 3e7944ef-8a11-4125-8f92-8ff40adf1272
America (AMER) 6bfbd5b3-013b-443f-ac56-75d75d730dd6
Asia-Pacific (APAC) 261317e9-8295-4b2f-8541-4f22e00fe879 
Set-CsOnlineApplicationInstance -Identity "acme_desk@acme.com" -ApplicationId 13dc7c3d-b71b-4568-a68e-ac31df943617 -AcsResourceId <AcsResourceId-for-your-region>

Assign a phone number — Calling Plans:

Set-CsPhoneNumberAssignment -Identity "acme_desk@acme.com" -PhoneNumber "+33189385357" -PhoneNumberType CallingPlan

…or Direct Routing:

Set-CsPhoneNumberAssignment -Identity "acme_desk@acme.com" -PhoneNumber "+33189385357" -PhoneNumberType DirectRouting

Then build the flow below and, on the Resources tab, select the Teams Phone Extensibility option. See Call Flows for the full reference.

Steps

  1. Open Call Flows from the sidebar
  2. Click +Add
  3. Fill in the Resources tab:
    • Display name
    • Entity
    • BOT ID / BOT Key — from your Teams resource account
    • Language
  4. In the Greeting tab, upload or generate a welcome message
  5. In the Routing tab, drag a Greeting node, then a Queue node that points to your queue, then a fallback Transfer or Disconnect node
  6. In the Open Hours tab, configure your business hours and out-of-hours fallback
  7. Click Save

Heedify call flow editor showing a Greeting node, Queue node and Disconnect fallback wired in the routing canvas

Minimum viable flow 

Greeting → Queue → (if no answer) Disconnect

You can add IVR, variables, workflows and surveys later. See Call Flows for the full reference.

FAQ

What is a Teams resource account?

A Microsoft Teams resource account is a service account in Microsoft 365 that holds a phone number and acts as the call answering point. Heedify binds to it via the BOT ID and BOT Key so inbound calls land in the call flow.

Where do I get the BOT ID and BOT Key for a call flow?

The BOT ID and BOT Key are produced when you configure the Microsoft Teams resource account for Heedify. Your Heedify deployment engineer or partner provides them after the resource account is provisioned.

Can I have multiple queues in a single call flow?

Yes. Drag additional Queue nodes after a Menu (IVR) or condition node to route different inputs to different queues — for example, language selection or product line.

What happens out of business hours?

The Open Hours tab defines the schedule and the out-of-hours branch — typically a closed-message prompt and a Disconnect node, or a routing decision to an after-hours queue or voicemail.

Works with: Microsoft Teams, Teams Phone, Microsoft 365 resource accounts, Heedify Media, Queues.

Next → 6. Verify