Call routing

Help callers reach
the right person.

Choose who rings first, who provides backup, and what callers hear after hours. Give your business number an answering plan that fits your team.

Sign up for Waveline

When the front desk can’t answer,
give someone else a chance.

Ring your main team first, then try your backup team if nobody answers. You can ring several teammates together and choose how long each group rings.

Taking a break? Set yourself away so calls can continue to the rest of your answering team.

A simple choice.
A more direct call.

Let callers press a number to reach the team they need. Send new enquiries to sales and existing customers to support.

When you’re closed,
callers still know what to do.

Set your opening hours and choose what happens after closing. Play a different greeting, take a voicemail, or forward calls to another number.

Different hours for holidays or special dates? Set those in advance, too.

During hoursYour team
After hoursVoicemail

Drag. Drop.
Make it work your way.

Add the steps you need, connect them, and choose what happens next. Start with Waveline’s ready-made flow and build from there.

Explore call flows in Support

Tap a neighboring laptop, swipe or drag horizontally, or use the previous and next buttons to browse six examples. Use Left and Right arrow keys to change examples. Hover or keyboard focus pauses movement for six seconds. Press Space to pause indefinitely or resume while focused.

Start with your inbox’s ready-made flow: opening hours, team ringing, and voicemail.

Example 1 of 6: A working flow from the start.

The right pieces
for your answering plan.

Incoming Call
A call enters this inbox
Phone Menu
Choose a team

Prompt: choose-a-team.wav

Press 1

Press 2

Timeout (10s)

Unrecognized

Ring Users
Sales
2 group(s), 3 user(s)
No Answer
Ring Users
Support
2 group(s), 3 user(s)
No Answer

Phone Menu

Let callers press a number to choose where their call goes.

Build your flow

Start with a working plan.
Make it yours.

  1. Start with the basics.

    Your inbox already has routing for business hours, team ringing, and voicemail.

  2. Shape the caller’s path.

    Drag in steps, connect them, and choose the people or destinations they lead to.

  3. Publish and try it.

    Publish your changes, then call your number to check the experience.