Divert

What is the Divert step?

The Divert action allows you to send an incoming call to another phone number, and then end the current call flow. This is useful if you want calls to be forwarded to a different person or department. For example, if someone is unavailable or if you want to send the call to a mobile phone, this action makes it easy.

Diverting calls ensures that the right person receives the call, even if they are not in the main call flow, helping to reduce missed calls and improve customer service.

Example call flow

Here's a simple guide on using the divert step:

1. A phone call comes in  :

   1. Ring all of the users assigned to the phone number(s) for 30 seconds.
   2. If unanswered, the call diverts to the number +61********7

Guide to create this flow:

1. Locate the admin tab at the bottom left corner of your screen.

2. Select call flow builder.
3. Create a new call flow or select an existing one you want to edit.
   
4. Once you’ve opened a call flow, click the + icon under Incoming Call.
5. Choose the ring users step.
6. Click the + icon again and select divert from the options.
7. Enter the number to forward the call to or choose one from your list of contacts and phone numbers.

Remember to name your call flow and hit save!

This feature is helpful to prevent any downtime. When users are unavailable, the call is sent directly to another number. It's a simple way to keep things running smoothly, ensuring that no call is missed.