Set up what happens when someone calls

Owner, Admin

A call workflow starts with the Call received trigger. Each number has one live call workflow. That workflow decides if the call rings your team, goes to your agent, is forwarded or goes to voicemail.

Before you start

You need the Owner or Admin role.

The default call workflow

Every number starts with a default call workflow. It rings your team, sends a missed-call SMS, then takes a voicemail.

You cannot edit a default call workflow. To change it:

Open Workflows.
Open the default call workflow for the number.
Select Duplicate as Custom. An editable copy opens. It is disabled and not published.
Change the copy.
Select Publish.

When your custom workflow is live, it answers the number and the default stops.

Choose the numbers

Select the Call received trigger.
Select Add Phone Numbers.
Select each number that this workflow answers.

When you publish, Line lists each number whose call workflow changes. A number that you take from another workflow stops using that workflow.

Call steps

Step	What it does
Ring Members/Groups	Rings your team on the web and mobile apps. Set Ring strategy, Ring timeout (seconds) and Ring devices. It rings only people whose status is Available.
Forward Calls	Forwards the call to a verified number or another Line number.
Agent	Your agent answers the call.
Voicemail	The caller leaves a voicemail.
Send Missed-Call SMS	Texts the caller after an unanswered ring. Put it on an Unanswered branch.
Time Rule	Splits the call into Open hours and Outside hours.
Team Availability	Splits the call by how many team members are available. Set Minimum Available.
Send an Email	Emails a verified address with the call details.
Send an SMS	Texts a number, such as the caller.

Ring Members/Groups and Forward Calls have two branches: Answered and Unanswered. Nothing runs after a call is answered. Add the next step to Unanswered.

Every path in a call workflow must end with a step that handles the call, such as Voicemail or Agent.

Put your agent on calls

Make sure that the agent has Calls turned on in its Identity tab, and that it is published.
Add an Agent step.
In Agent, select the agent.
In Mode, select Act.
Select Publish.

An agent without Calls shows as Calls off and cannot be selected. Calls run only in Act mode. An Agent step in another mode sends the call to voicemail. The Agent step is the last step on its path.

Templates for calls

Template	What it does
Ring Then Voicemail	Rings the team, texts missed callers, then takes a voicemail.
Direct Line	Rings team members.
Business Hours Call Routing	Rings the team in open hours. Sends calls to voicemail outside hours.
Agent for After-Hour Calls	Your agent answers outside hours. The team rings in open hours.
Agent for Missed Calls	Rings the team first. Your agent answers if nobody picks up.
Email Alert Then Voicemail	Emails the team about an after-hours call, then takes a voicemail.

Common problems

Nobody's phone rings. Ring Members/Groups rings only people whose status is Available. If nobody is available, the call goes to the Unanswered branch at once.

A forwarded call goes to voicemail. Forward Calls dials only verified numbers. Line also refuses premium and special-rate numbers. Verify the number from the Forward Calls step.

My changes do not apply to calls. Select Publish. A saved draft does not change live calls.

The wrong workflow answers. A number has one live call workflow. Open Channels, select the number, and check Handled by.