--- title: Divert description: This article explains how to use the divert action in a call flow to forward calls to another number, ensuring they reach the right person. --- [Skip to content](https://support.vxt.co.nz/divert#main-content) ![mulberry](https://support.vxt.co.nz/hubfs/VXT%20Brand%20Assets/VXT%20Logo/mulberry.svg) Open main navigation Close main navigation Get expert help with VXT - There are no suggestions because the search field is empty. 1. [VXT Support](https://support.vxt.co.nz/?hsLang=en) 2. [Call flows](https://support.vxt.co.nz/call-flows?hsLang=en) 3. [Steps](https://support.vxt.co.nz/call-flows?hsLang=en#steps) # Divert ## This article explains how to use the divert step in a call flow to forward calls to another number, ensuring they reach the right person. Divert is an advanced feature best suited to Admins. ### 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:![Screenshot 2026-04-28 at 02.57.34](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-04-28%20at%2002.57.34.png?width=254&height=564&name=Screenshot%202026-04-28%20at%2002.57.34.png) 1. *A phone call comes in*  ![diagonal-arrow\_3674682](https://support.vxt.co.nz/hs-fs/hubfs/diagonal-arrow_3674682.png?width=13&height=13&name=diagonal-arrow_3674682.png) : 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.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202025-02-17%20at%203-14-06%E2%80%AFPM-png.png?width=670&height=328&name=Screenshot%202025-02-17%20at%203-14-06%E2%80%AFPM-png.png) 2. Select **call flow builder**.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202025-02-17%20at%203-14-29%E2%80%AFPM-png.png?width=670&height=334&name=Screenshot%202025-02-17%20at%203-14-29%E2%80%AFPM-png.png) 3. [Create a new call flow](https://support.vxt.co.nz/intro-callflow?hsLang=en#four) or select an existing one you want to edit. ![Screenshot 2026-04-28 at 03.03.59](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-04-28%20at%2003.03.59.png?width=645&height=403&name=Screenshot%202026-04-28%20at%2003.03.59.png) 4. Once you’ve opened a call flow, click the **+** icon under **Incoming Call.**![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202025-02-17%20at%203-15-47%E2%80%AFPM-png.png?width=670&height=332&name=Screenshot%202025-02-17%20at%203-15-47%E2%80%AFPM-png.png) 5. Choose the **ring users** step.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202025-02-17%20at%203-16-18%E2%80%AFPM-png.png?width=670&height=334&name=Screenshot%202025-02-17%20at%203-16-18%E2%80%AFPM-png.png) 6. Click the **+** icon again and select **divert** from the options.![](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202025-02-17%20at%203-17-10%E2%80%AFPM-png.png?width=670&height=333&name=Screenshot%202025-02-17%20at%203-17-10%E2%80%AFPM-png.png) 7. Enter the number to forward the call to or choose one from your list of contacts and phone numbers. ![Screenshot 2026-02-28 at 02.21.55](https://support.vxt.co.nz/hs-fs/hubfs/Screenshot%202026-02-28%20at%2002.21.55.png?width=645&height=490&name=Screenshot%202026-02-28%20at%2002.21.55.png) 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. 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