Halo Flow runs the call, the order, and the payment — and then it runs the team behind them: scheduling, quality, coaching, hiring, and reporting. Here's the full tour, module by module.
The workflow is the product — the calling infrastructure wraps around it, not the other way around. A visual canvas with 18 step types covers scripting, conditional routing (with compound logic and switch/case), API calls, browser automation, payment and address forms, transfers, zip lookup, call masking, email, waits, loops, and reusable sub-scripts. Workflows are versioned, forkable, and health-checked, with a full simulator and step-by-step session replay. AI-assisted generation (OpenAI or Anthropic) drafts complex flows in seconds.
Agents add products, variants, and subscription offers mid-call. The cart supports 12 action types — add, remove, override, quantity, price, discounts (flat or percent), coupons, shipping, tax, and notes — and recalculates totals in real time. Shipping rates come from UPS, FedEx, USPS, or EasyPost; tax from the native engine or Avalara AvaTax. Payment is captured inside the flow via Stripe, Authorize.net, NMI, Square, or PayPal, through PCI-scope encrypted fields, and the cart lands as a clean, structured order record at call completion. Orders flow to Shopify or WooCommerce — including Shopify selling plans for subscriptions.
One screen: script on the left, cart on the right, forms inline as steps trigger. Around it sits everything an agent needs to stay off email and out of side tools — an AI-powered helpdesk with semantic search over your knowledge base, a notice board for team announcements, a call library, personal schedules, and their own assessments and gamification progress. Agent states (available, busy, wrap-up, break, lunch, training) feed the real-time layer and WFM adherence automatically.
A SignalR-powered event hub streams agent status, call events, and queue metrics to a live supervisor wallboard. Supervisors can force-set agent state, watch sessions as they happen, and open any completed session for field-by-field review. Call dispositions, lock/unlock, and workflow version assignment are all tracked — and every one of those actions lands in the audit log.
A full WFM suite most vendors sell as a separate product. Build schedules from shift templates and rotation patterns; post open shifts for bidding with conflict and duplicate-bid guards; approve shift swaps with automatic conflict validation. PTO has a real accrual engine with balances that decrement on approval. Adherence tracking (including extended states), an attendance monitor with call-in logging, overtime thresholds driven by your own company settings, break compliance rules and optimization, interval staffing views, and forecasting round it out. And for direct response: a media schedule that maps TV, radio, digital, and CTV spots to expected call volume, so staffing follows the airings.
Build scorecards with reusable answer sets, review calls against them, and turn findings into agent action plans with nudges that keep coaching on schedule. A QA overview dashboard tracks review volume and scores across the team. Because reviews link to step-by-step session replays, feedback is grounded in exactly what the agent saw and did — not a supervisor's recollection.
Screen candidates with a built-in assessment builder — short and long text, selects, dropdowns, and native typing and speed tests. Review submissions, extend offers with online acceptance, and track onboarding to completion. Once agents are seated, gamification rewards the behaviors you care about (completed calls and more), keeping performance visible and motivating without another tool.
A visual pipeline report builder exports to XLSX, CSV, JSON, TSV, or fixed-width — on demand or on a recurring schedule via the job scheduler, with full run history. Standard reports for call volume, agent performance, dispositions, and conversion ship in the box. External data sources let you import CSV/XLSX datasets that workflows can query and write mid-call, and a built-in 43,140-row US/CA zip and DMA database powers geographic routing and targeting without a third-party data subscription.
Sensitive fields — card numbers, SSNs, Medicare IDs — use dual-key AES-256 encryption: two key holders are required to decrypt, and plain text never reaches the database. A call-masking workflow step pauses recording while sensitive data is spoken. Access is governed by role-based permissions with custom roles, SAML single sign-on, and tenant isolation enforced server-side. The audit log captures the full story: who did what, when, from which IP, with before/after values and correlation IDs — across calls, sessions, encryption access, orders, and settings.
Halo Flow is multi-tenant from the ground up, with a platform layer for operators managing many companies: platform-wide agents, calls, integrations, audit, WFM oversight, and per-company settings with reset-to-platform-default. Licensing runs on a separate RSA-256 JWT license server that validates plan, seats, and feature entitlements. White-label and dedicated-instance options let BPOs and resellers run it as their own.
Clean Architecture on .NET 9 with CQRS, a React 18 + TypeScript frontend, and a Docker deployment that runs on any cloud — with CI/CD, TLS, automated backups, and observability wired in.
See how the workflow engine that powers all of it actually works — or start a free trial and build your first flow today.