Call flow selector

A call flow controls what happens when someone calls your number. Click here to learn more about how call flows work.

Switching your phone number’s active call flow lets you decide how incoming calls are handled at any time. It’s an easy way to adjust things based on your availability. For example, if your team is on holiday, you can turn on a holiday call flow that sends all calls straight to voicemail with a custom message.

In this article, we'll cover steps to switch/activate your call flow.

The call flow selector

Users can follow these steps to change the call flow for any number they’re assigned to.

To manage the call flow for a number you’re not assigned to, you’ll need to be an admin or have the Manage Call Flows permission enabled.

1. Go to settings
   • Navigate to the settings section located in the bottom left corner of your screen.
2. Access phone numbers
   • In the settings tab, select phone numbers.
3. Select the phone number
   • Choose the specific phone number for which you want to change the call flow
4. Go to calls
   • Click on the calls option to manage call flow settings.
5. Select active call flow
   • Use the dropdown button to show your call flow options.
     
     
     
     Call flow options available:
     
     • Direct call flows
       
       
       • Ring assignees - Ring the users who are assigned to that number directly.

       • Divert to phone number - Send the call to a different number.

1. • • • Send to voicemail - The call goes straight to voicemail.
     • Private call flows

       • These call flows can only be used by the number they’re assigned to.

         To check or change this setting, open the call flow by clicking the expand button.

         
       • Tick the box next to Share with *team name* to make it available for others to use.
         
         
     • Shared call flows 
       • These are call flows that are shared with the team and can be used by everyone in it.