Workflows

Decide what happens to every call and message.

How workflows decide what happens to calls and messagesWorkflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default.
Build and publish a workflowIn Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish.
Set up what happens when someone callsA call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail.
Set up what happens when a message comes inA message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text.
Route by business hours with a Time RuleAdd a Time Rule step to a workflow. It splits calls and messages into Open hours and Outside hours, using an hours set from Settings > Hours.