> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow.md).

# Plan and build your callflow

Build the caller journey, routing behavior, and queue experience for a contact center.

Use this landing page to plan the journey, then choose the implementation path that matches the customer environment.

## Shared planning

The following pages organize the callflow concepts that need to be considered before and during implementation:

1. Plan the [IVR](/contact-center-configuration/building-your-callflow/configure-ivr.md).
2. Define [business hours and holidays](/contact-center-configuration/building-your-callflow/business-hours-and-holidays.md).
3. Plan [routing rules and queue messages](/contact-center-configuration/building-your-callflow/route-calls-and-queue-messages.md).
4. Add [callback journeys](/contact-center-configuration/building-your-callflow/callback-journeys.md) where required.
5. Plan [quality monitoring](/contact-center-configuration/building-your-callflow/quality-monitoring.md) where required.

These pages provide shared planning guidance. They are not a third implementation method.

## Choose an implementation path

After planning the journey, follow the path used by the customer environment:

| Configuration owner                                                                  | Continue with                                                                                                          |
| ------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------- |
| The customer environment's callflow is maintained through SharePoint-backed settings | [Build the callflow through SharePoint](/contact-center-configuration/building-your-callflow/via-sharepoint.md)        |
| The customer environment's flow is maintained in Dialogue Studio                     | [Build the callflow with Dialogue Studio](/contact-center-configuration/building-your-callflow/via-dialogue-studio.md) |

The two paths have separate task ownership. Their placement here does not assert that they are functionally equivalent. If the configuration owner is unclear, confirm the implementation path before changing the callflow.


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