# Set up what happens when someone calls

> A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail.

Source: https://useline.io/help/workflows/call-workflows  
Section: Workflows  
Last updated: 2026-11-06  
Roles: 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:

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

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

## Choose the numbers

1. Select the **Call received** trigger.
2. Select **Add Phone Numbers**.
3. 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

1. Make sure that the agent has **Calls** turned on in its **Identity** tab, and that it is published.
2. Add an **Agent** step.
3. In **Agent**, select the agent.
4. In **Mode**, select **Act**.
5. 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**.

## Related articles

- [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish.
- [Route by business hours with a Time Rule](https://useline.io/help/workflows/time-rule.md): Add 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.
- [Set up voicemail](https://useline.io/help/calls/voicemail.md): Set the voicemail greeting in Channels › Calls › Voicemail. Listen to voicemails in Inbox › Calls.
- [Set your availability and active hours](https://useline.io/help/team/availability.md): Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours.