# Waveline support > Waveline is a business phone system for calling, messaging, shared inboxes, and call routing across web and mobile apps. These files cover product usage and troubleshooting. Follow the relevant Markdown links for complete instructions. Links beginning with / are relative to this website. Article text includes expandable answers, image descriptions and captions, and guided walkthrough steps. Images and recordings are supplementary; do not infer undocumented behavior from them. **How Waveline fits together** - **Workspace search on the web:** Open Workspace search from the sidebar or with Cmd+K on Mac or Ctrl+K on Windows. Enter at least three characters and choose All, Calls, Messages, or Contacts. Selecting a result opens it; closing the dialog clears the query and filters. See [Dashboard Overview](/support/docs/dashboard-overview.md). - **Mobile search and inbox settings:** On mobile, use Search calls and Search messages with at least three characters; conversation search matches participants, phone numbers, and conversation names. Search contacts finds saved contact details. Open Settings → Inboxes for the full inbox list, or use Configure Inboxes in the side menu and More when shown. Available changes depend on role and inbox access. See [Mobile App Overview](/support/docs/mobile-app-overview.md). - **Contacts imported from a connected service:** Provider-owned contact details are read-only in Waveline and must be updated in the connected service. Waveline notes remain editable. Removing the integration removes its imported contacts from the directory; their notes stay with historical records and other Waveline contacts are preserved. See [Sync Contacts with a Connected Service](/support/docs/sync-contacts-with-connected-service.md). - **Organizations and teammates:** Roles govern what teammates can manage across the organization. Inbox access and incoming-call ringing are separate settings; assigning a higher role does not automatically make someone ring. See [Roles and Permissions](/support/docs/roles-permissions.md). - **Phone numbers and inboxes:** An inbox brings together calls, messages, people, and routing for a work line. It can have one number, multiple numbers, or no directly assigned number. See [Inbox Overview](/support/docs/inbox-overview.md). - **Inbox schedules and generated audio:** Inbox hours support several daily open periods, overnight hours, recurring calendar holidays, and custom dates. Custom dates override holidays, which override weekly hours. On the web, Generate with AI creates the default voicemail greeting, recording disclosures, and Play Audio, Phone Menu, and Voicemail step audio from a script; each call-flow step explains its own starting script. Hold music uses uploaded audio. See [Default Voicemail Recording](/support/docs/default-voicemail-recording.md). - **Personal and shared inboxes:** A personal inbox represents one teammate and is created when an Owner signs up or a teammate accepts an invitation. A shared inbox represents a business purpose, such as Sales or a main line, and can be worked by multiple teammates. See [Shared vs Personal Inboxes](/support/docs/shared-vs-personal-inboxes.md). - **Inbox membership and Default Ring Order:** Inbox roles separate Viewer access from Member and Manager access. Viewers can read activity; Members and Managers can work from the inbox. The Default Ring Order chooses which eligible teammates and calling methods ring, in what groups, and for how long. Adding someone to People does not automatically add them to the ring order. See [Inbox Overview](/support/docs/inbox-overview.md). - **Call flows:** Each inbox has its own answering plan. Numbers assigned to the same inbox share its routing. The call flow determines when the Default Ring Order is used and what happens next; custom Ring Users groups can use a different order. Inbox Members can inspect the flow; editing, saving, and publishing require permission to manage the inbox. Viewer access does not include the builder. See [Call Flows Overview](/support/docs/call-flows-overview.md). - **Forwarding internal calls outside Waveline:** Forwarding an internal caller to an outside phone number requires an active Waveline phone number on the inbox containing the Forward Call step. Direct forwarding to another Waveline inbox does not require a number on the destination inbox. See [Forward Call](/support/docs/forward-call.md). - **Web, mobile, and deskphones:** Instructions depend on the platform. The web app supports account and workspace management; mobile apps support business calling, messaging, and contacts. Consult each article for exact platform availability and use the deskphone guides for external phones. See [Install the Apps](/support/docs/install-apps.md). - **Integrations:** Open Settings → Integrations → Add integration in the web app. Contact services such as HubSpot import contacts and can log call and message activity within the selected scope; AI assistants such as ChatGPT and Claude connect with the permissions you grant; Slack posts call and message notifications to a channel. See [Integrations Overview](/support/docs/integrations-overview.md). - **AI assistant access and message fees:** An AI connection follows the signed-in employee’s current role, inbox membership, and contact visibility plus the permissions granted on the consent page; read-only is the default. Each external recipient send accepted by Waveline costs US$0.01 before tax; reading records has no integration fee. Acceptance does not confirm delivery. Saved reply suggestions are reviewed and sent by the user. See [AI Integration Access and Messaging](/support/docs/ai-integrations.md). - **Two-step verification:** Manage authenticators in Settings → Security on the web or Settings → Profile → Two-step verification on mobile. Owners and Admins can require an authenticator for everyone. Waveline does not provide recovery codes; another authenticator or an eligible administrator reset provides recovery. See [Two-step Verification](/support/docs/two-step-verification.md). - **Toll-free phone numbers:** Choose Toll-free numbers in Buy a number. Calls are available after assignment; texting requires separate toll-free verification in Trust Center rather than local-number SMS registration. See [Choose or Port a Number](/support/docs/choose-or-port-number.md). - **Hold on web and mobile:** Both apps provide Transfer after a call connects. Mobile also supports Hold for connected internal calls; web offers Hold for external calls. External callers on hold hear the handling inbox’s hold music. See [Transfers and Hold](/support/docs/call-transfers-hold.md). - **Call History scope and follow-up:** Mobile Calls remembers the selected inbox between visits. All follows inbox access and viewing choices; Unhandled covers qualifying calls across working and followed Viewer inboxes, replacing the selected inbox scope. Viewer access does not provide Call, Message or Mark handled actions for that inbox. See [Call History](/support/docs/call-history.md). - **Messaging access and internal senders:** Viewers can read conversations but cannot send. Use your own personal inbox or a shared inbox where you are a Member or Manager. Both web and mobile let you choose an eligible sending inbox for internal team messages; it does not need a phone number. See [Internal Team Messages](/support/docs/internal-team-messages.md). - **Conversation filters and followed lines:** For Owners and Admins, another teammate’s personal line enters All and the inbox menu after they follow it as a Viewer. On web, Add teammates’ lines opens the inbox directory. Reading access alone does not add every inbox to the unread badge. See [Conversations](/support/docs/conversations.md). - **Contact viewing, editing and notes:** Access only as a shared-inbox Viewer allows reading contacts and existing notes, not editing or posting notes. Other shares can grant additional access. Source-managed details remain read-only; authorized teammates can post Waveline notes. Changing sharing is a separate permission. See [Contact Visibility and Sharing](/support/docs/contact-visibility-sharing.md). - **Contact-service connection scope:** Members can connect their own personal inbox and shared inboxes they manage. Owners and Admins manage company connections; only Owners can choose Entire workspace. Imported contact visibility follows the saved connection scope. See [Sync Contacts with a Connected Service](/support/docs/sync-contacts-with-connected-service.md). - **Analytics access and followed lines:** Analytics inbox choices include Viewer access. Owners have organization-wide access; an Admin role alone excludes Owners’ and other Admins’ personal inboxes. Analytics reporting coverage can differ from followed personal lines in Calls and Messages. See [Analytics Overview](/support/docs/analytics-overview.md). - **CSV call export completeness:** Web CSV exports contain finished external calls, excluding internal and ongoing calls. Large exports can include only the most recent matching records; narrow the date range and inbox and check date coverage. Rows can include forwarded or transferred activity and are not necessarily unique calls. See [Export Call Records](/support/docs/csv-export.md). - **Organization-role changes:** Only Owners can change an existing teammate’s organization role. Admins can manage profiles but cannot save organization-role changes. Inbox roles and ringing remain separate. See [Roles and Permissions](/support/docs/roles-permissions.md). - **Member removal consequences:** Removing a teammate archives their personal inbox, returns its numbers to available inventory, removes participation and ringing assignments, and passes ownership of their private or specifically shared contacts to the acting administrator. See [Managing Team Members](/support/docs/managing-team-members.md). - **Accrued integration billing:** Upcoming invoices can include accrued integration-message usage before final tax and credits. A separately shown Pending integration messages amount is not included in the preview above. See [Invoices and Billing History](/support/docs/invoices-billing-history.md). - **Inbox activity notifications:** New-message, missed-call and voicemail notifications require an inbox role, Notify me about this inbox enabled and Available status. These controls do not determine incoming ringing or remove badge counts. See [Notifications](/support/docs/notifications.md). - **Desktop alert types:** System notifications controls background missed-call and voicemail alerts. Incoming calls and new messages use separate floating Waveline cards; a focused open conversation suppresses its message card. See [Notifications](/support/docs/notifications.md). - **Connection-warning recovery:** Follow the displayed connection or sign-in warning before restarting or signing out. A session may still handle calls while pages are unavailable; finish calls and preserve work before disruptive recovery. See [App Connection Issues](/support/docs/app-connection.md). - **API connection scope:** Only workspace Owners can grant Entire workspace API access. Owners and Admins can connect a shared inbox; workspace Members need its Manager inbox role. Any teammate can connect their own personal inbox. Personal connections depend on the person retaining access. See [API access and permissions](/support/docs/api-access.md). - **Recording readiness webhooks:** Call completion does not guarantee recording, transcript or summary availability. Use call.recording.ready, call.transcript.ready and call.summary.ready events, then fetch content with authorized credentials. See [Waveline API webhooks](/support/docs/api-webhooks.md). - **Webhook secret rotation:** Signing-secret rotation allows 24 hours with signatures for both the new and previous secrets. Receivers must accept any valid v1 signature; rotating again immediately retires the earlier secret. See [Waveline API webhooks](/support/docs/api-webhooks.md). - **Native integration connection roles:** Only Owners can grant Entire workspace to a contact-service or Slack connection. Members can connect their own personal inbox and shared inboxes they manage. Company connections continue independently of their installer; Personal connections depend on their owner retaining access. See [Integrations Overview](/support/docs/integrations-overview.md). - **AI viewing, sending and managing:** AI read permissions follow current view access, including shared-inbox Viewers. Sending and saving replies require working participation. Shared-inbox management by a workspace Member requires the Manager inbox role; primary-number changes require Owner or Admin. Read inboxes is required for managing settings; Read messages and Read inboxes are required for saved reply suggestions. See [AI Integration Access and Messaging](/support/docs/ai-integrations.md). - **Zapier recordings and history:** Zapier offers separate recording, transcript and summary readiness triggers. Call Completed does not promise those resources are ready. Get Call Recordings uses Call ID; Get Recording, Get Call Transcript and Get Call Summary use Recording ID. History searches paginate with Next Page Cursor and unchanged filters. See [Waveline for Zapier](/support/docs/zapier-integration.md). - **Personal sign-in phone number:** In the mobile app, Settings → Profile lets you add or change the personal US/Canada mobile number used for SMS sign-in and Direct to Cell. Verify the new number and check Account before relying on the change. This does not replace business numbers, turn Direct to Cell on, or remove two-step verification. See [Change Your Sign-in Phone Number](/support/docs/sign-in-phone-number.md). **Guidance for answering Waveline questions** - Use the topic descriptions below to choose an article, then read its Markdown before giving detailed instructions. This index is a map, not a substitute for the procedure. - When it changes the answer, establish the user's platform, organization role, relevant inbox, and whether the issue concerns incoming calls, outgoing calls, or messaging. Follow the article's prerequisites and limitations. - Distinguish organization permissions, inbox access, availability, and ring configuration. Do not assume that being an inbox member means the user's device will ring. - Use the platform-specific navigation and control names given in the article. Do not invent APIs, integrations, features, or account settings that the documentation does not describe. - These are public usage and troubleshooting docs. They do not reveal the user's account configuration, current service status, or whether an action has succeeded. Explain how the user can verify the result rather than claiming it has been checked or changed. - Keep documented caveats and role requirements with the instructions. If the docs do not answer a question, state the gap and suggest contacting Waveline support rather than guessing. - Cite the human-readable Source link in each Markdown article when answering, so users can open the corresponding support page. Treat screenshots and recordings as supplementary; their filenames and example accounts are not evidence about the user's account. ## Common starting points - [Set up Waveline for a business](/support/index.md): Follow the launch checklist in order: create the organization, invite teammates, prepare numbers and inboxes, configure routing, and test calls and messages. - [Join an existing team](/support/docs/invite-team.md): Accept an invitation using the Join a team instructions; Waveline creates a personal inbox when the teammate joins. - [Keep an existing business number](/support/docs/choose-or-port-number.md): Compare buying with porting, then follow the porting prerequisites and transfer process for the existing number. - [Create a line that several people answer](/support/docs/create-inbox.md): Create a shared inbox, connect its number, and add members; then consult Default Ring Order and call-flow routing. - [Fix incoming calls that do not ring](/support/docs/incoming-calls-not-ringing.md): Start with the incoming-call troubleshooting checks and follow the relevant device, availability, and routing guidance. - [Fix messages that are not delivered](/support/docs/message-delivery-issues.md): Use the delivery troubleshooting guide to narrow down the issue before changing messaging settings. - [Prepare the business for outbound SMS](/support/docs/register-for-sms.md): Review Trust Center registration requirements and the documented business-texting setup process. - [Understand or change a teammate's permissions](/support/docs/roles-permissions.md): Compare Member, Admin, and Owner capabilities and check who can assign each role. - [Change the personal number used for sign-in or Direct to Cell](/support/docs/sign-in-phone-number.md): Update and verify your mobile number in Profile, or cancel verification to keep the current number. Use this for your personal number, not an inbox business number. ## Getting started - [Getting started](/support/index.md): Waveline is a business phone system that brings calling, messaging, shared inboxes, and flexible call routing together across web and mobile apps. This guide gives organization Owners a simple path from creating an account to launching their first working business line. - [Sign Up](/support/docs/sign-up.md): Create your Waveline account, verify your email, and set up your organization. By the end of this guide, you will have an admin inbox and a Waveline phone number ready for calls. - [Dashboard Overview](/support/docs/dashboard-overview.md): The Waveline dashboard brings calls, messages, inboxes, contacts, analytics, and account settings into one workspace. The areas and settings you see depend on your role in the organization. - [Invite Your Team](/support/docs/invite-team.md): Invite teammates to your Waveline organization, assign each person a role, and optionally give them a direct Waveline phone number. After they join, you can add them to the shared inboxes they need. - [Install the Apps](/support/docs/install-apps.md): Use Waveline in your browser for account and workspace management. Install the mobile app to make and receive business calls, send messages, view contacts, and stay connected away from your desk. - [Mobile App Overview](/support/docs/mobile-app-overview.md): The Waveline mobile app brings your business calls, messages, contacts, and inboxes together on your phone. Use it to stay connected with customers and teammates, review activity, and manage your availability wherever you work. - [Choose or Port a Number](/support/docs/choose-or-port-number.md): Add a phone number to Waveline by purchasing a new number or transferring a number you already use with another carrier. - [Create an Inbox](/support/docs/create-inbox.md): Create a shared inbox to give a team, department, or location one place to answer calls and messages. You can connect a phone number, choose the members who should answer, and let Waveline create starter routing—or create the inbox without a number or members and finish configuring it later. ## Inboxes - [Inbox Overview](/support/docs/inbox-overview.md): An inbox is the workspace where Waveline brings together calls, messages, people, answering rules, and routing for a work line. A personal inbox represents one teammate, while a shared inbox represents a business purpose such as a main line, department, team, or location. - [Shared vs Personal Inboxes](/support/docs/shared-vs-personal-inboxes.md): An inbox is the workspace where Waveline organizes the phone numbers, calls, messages, people, and routing for a work line. A personal inbox is one teammate's work line, while a shared inbox represents a business purpose—such as your main line, a department, or a location—and can be worked by multiple teammates. - [Assigning Numbers](/support/docs/assigning-numbers.md): Assigning a phone number connects it to the personal or shared inbox that should handle its calls and messages. Every active number should be assigned to the inbox representing the person, team, department, or location customers are trying to reach. - [Release a Number](/support/docs/release-a-number.md): Releasing a number removes it from your Waveline account, unassigns it from its inbox, stops incoming calls and messages, and stops future recurring billing for that number. - [Inbox Participants](/support/docs/inbox-members.md): Inbox participants are the teammates who have access to a shared inbox. Their inbox roles determine whether they can view its calls and messages, communicate using the inbox, and collaborate on the customer conversations connected to it. - [Default Ring Order](/support/docs/default-ring-groups.md): The Default Ring Order is the reusable answering plan configured in an inbox's Ring users section. It determines which members ring first, which members provide backup, how long each group rings, and whether Waveline tries their web/mobile apps, deskphones, or both. - [Unhandled Calls](/support/docs/unhandled-calls.md): Unhandled Calls is a shared follow-up list for finished calls that may still need your team's attention. Each inbox can choose whether Missed, Voicemail, Abandoned, and Outbound No Answer outcomes appear there, helping teammates return calls, review messages, and confirm that follow-up is complete. - [Call Recording](/support/docs/call-recording.md): Waveline supports inbox-level recording controls for inbound and outbound calls, allowing each inbox to automatically record inbound calls, outbound calls, or both. Configure each direction separately, choose whether callers hear a recording disclosure, and review completed recordings from Call History. - [Default Voicemail Recording](/support/docs/default-voicemail-recording.md): The Default Voicemail Recording is the greeting callers hear before the beep, not the message they leave. Each personal or shared inbox has its own default greeting. - [Hold Music](/support/docs/hold-music.md): Hold music is the audio an external caller hears when a connected call is placed on hold. Each personal or shared inbox can use its own custom audio. - [Inbox Hours](/support/docs/business-hours.md): Inbox Hours define when an inbox is considered open or closed based on its weekly schedule, timezone, holidays, and custom dates. When a call reaches an Inbox Hours step, Waveline uses these settings to send it through either the During Hours or After Hours route. ## Call flows - [Call Flows Overview](/support/docs/call-flows-overview.md): A call flow is the answering plan for an inbox. It determines what callers hear, who rings, and what happens next based on choices such as the inbox’s hours or a number pressed in a phone menu. - [Phone Menu](/support/docs/phone-menu.md): A Phone Menu lets callers choose where their call goes by pressing a number on their keypad. Use it to help callers reach the right team, hear information, or leave a voicemail without someone having to direct every call manually. - [Play Audio](/support/docs/play-audio.md): Play Audio lets callers hear a recorded announcement before continuing to the next step in your call flow. Use it to introduce your business, share useful information, or explain what will happen next before ringing your team or presenting a phone menu. - [Inbox Hours Routing](/support/docs/call-flow-business-hours.md): The Inbox Hours step sends callers along different routes depending on whether the inbox is open or closed. Use it to ring your team during the inbox’s hours and provide a different experience after hours, such as a voicemail, announcement, or another answering destination. - [Check Caller Type](/support/docs/caller-type-checks.md): Check Caller Type lets your call flow give teammates and outside callers different experiences. It separates calls into Internal and External routes, so teammates can reach the appropriate destination while customers follow your normal greeting, menu, or other routing. - [Check Entry Method](/support/docs/check-entry-method.md): Check Entry Method lets you give callers a different experience depending on how their call entered the inbox: directly, through forwarding, or through a transfer. - [Ring Users](/support/docs/ring-users.md): Ring Users connects callers with teammates when they reach that step in your call flow. You can use the inbox’s Default Ring Order or create custom groups for a particular route, choosing who rings first, which calling methods are used, and who provides backup if nobody answers. - [Call Flow Voicemail](/support/docs/call-flow-voicemail.md): The Voicemail step lets callers leave a recorded message when they reach that point in your call flow. Use it after an unanswered ringing attempt, on an after-hours route, or as a phone-menu choice for callers who want to leave a message. - [Forward Call](/support/docs/forward-call.md): Forward Call automatically sends a caller to another Waveline inbox or a phone number when they reach that step in your call flow. Use it to connect callers with another department, location, teammate’s personal inbox, or an outside answering service. - [Send Message](/support/docs/send-message.md): Send Message sends a text to the caller when they reach that step in your call flow. Use it to share helpful information, such as a website link, directions, or after-hours instructions, while directing the call to its next destination. - [Saving and Publishing Call Flows](/support/docs/publishing-drafts.md): Saving and publishing lets you prepare changes to an inbox’s call flow before making them live. Save a draft while you work, then publish when you are ready for callers to use the updated routing. ## Phone basics - [Making Calls](/support/docs/making-calls.md): Waveline lets you call customers from a business number and call teammates or shared inboxes internally from the web or mobile app. External calls stay connected to the inbox and phone number used, helping customers see the right business identity and keeping the activity with the right team. - [Receiving Calls](/support/docs/receiving-calls.md): When incoming routing selects you to answer a call, Waveline can ring the web app, mobile app, a configured deskphone, or your verified cell phone. The incoming-call screen helps you identify the caller and business line before deciding how to respond. - [Availability](/support/docs/availability.md): Availability controls whether Waveline considers you when routing incoming calls. Set yourself Available when you are ready to answer and Away when calls should skip you. - [Mobile Call Controls](/support/docs/mobile-call-controls.md): The Waveline active-call screen gives you the controls needed to manage a connected call from the mobile app. You can choose where audio plays, mute yourself, place the caller on hold, transfer the call, enter keypad digits, control recording, minimize the call, or end it. - [Transfers and Hold](/support/docs/call-transfers-hold.md): Hold and transfer controls help you manage a conversation after a call connects. You can temporarily place the caller on hold, send them directly to another Waveline inbox, or speak with a teammate before connecting the caller. - [Call History](/support/docs/call-history.md): Call History shows the calls made and received through Waveline, helping you understand what happened and what to do next. Review who called, which inbox handled the conversation, whether the call was answered or redirected, and any available recording, call summary, or voicemail. - [Voicemail](/support/docs/voicemail.md): Voicemail allows callers to leave a recorded message when nobody is available or when the inbox's routing intentionally sends them to voicemail. Each voicemail belongs to the personal or shared inbox that handled the call, allowing the appropriate teammates to listen and follow up. - [Direct to Cell](/support/docs/direct-to-cell.md): Direct to Cell lets eligible Waveline calls use your phone's regular cellular connection instead of the Waveline app's internet connection. The call's source inbox must have an active Waveline number. - [Do-Not-Call List](/support/docs/do-not-call-list.md): The Do-Not-Call List lets your team block unwanted phone numbers from calling or messaging your Waveline organization. Use it for persistent spam, harassment, or another number your entire business should no longer hear from. ## Deskphones - [Deskphones Overview](/support/docs/deskphones-ip-phones.md): Use a physical deskphone or cordless handset to make and receive Waveline business calls alongside the web and mobile apps. Deskphones are useful for teammates who prefer a dedicated phone at their desk, work at a service counter, or need a cordless handset while moving around their workplace. - [Supported Phones](/support/docs/supported-deskphones.md): Waveline supports automatic setup for compatible Yealink phones, so teammates can make and receive business calls from a deskphone or cordless handset. Use this page to check your phone’s model and understand what to confirm before setting it up. - [Set Up a Deskphone](/support/docs/setup-deskphone.md): Connect a compatible Yealink deskphone or cordless phone to Waveline so a teammate can make and receive business calls without using the web or mobile app. Add the device in Waveline first, then follow the instructions on its device page to complete automatic setup. - [Manage a Deskphone](/support/docs/manage-deskphone.md): Update who uses a deskphone, configure shortcuts for common actions, and manage the device’s connection to Waveline. Use this page for phones you have already added. ## Trust and compliance - [Trust Center Overview](/support/docs/trust-center-overview.md): Trust Center brings together your business website, business verification, texting registration, and calling trust. Use its status rows to see what is ready, what is processing, and what needs your attention. - [Business Profile and Voice Trust](/support/docs/business-profile.md): Verify your organization's business details in Trust Center to set up trusted calling. You can add customer texting later, update approved business information, and manage the caller names available to your inboxes. - [Build and Publish Your Business Website](/support/docs/business-website.md): Create a business website hosted by Waveline when you need a public business page, text sign-up form, Privacy Policy, and Terms of Service for registration. You can start from a template or import information with AI, edit the draft, and publish it when it is ready. - [Register for SMS](/support/docs/register-for-sms.md): Register your business before sending customer text messages from Waveline. This guide covers registration for local numbers and the separate verification used for toll-free numbers. ## Messaging - [Messaging Overview](/support/docs/messaging-overview.md): Waveline brings customer SMS and MMS and private internal team messaging into one conversation workspace. Conversations stay connected to the appropriate inbox, allowing the right teammates to review the history and continue the discussion. - [Sending Messages](/support/docs/sending-messages.md): Waveline lets you send and receive business SMS and MMS from phone numbers assigned to your personal or shared inboxes. Messages remain connected to the selected inbox and number, allowing teammates with access to follow the conversation and reply using the same business identity. - [Message Delivery Issues](/support/docs/message-delivery-issues.md): When a business text does not arrive, its delivery status can help identify where the problem occurred. This guide explains each status, how to determine whether the issue affects one recipient or all outbound messaging, and what to check before sending again or contacting Waveline Support. - [Conversations](/support/docs/conversations.md): Conversations keep the complete message history for a customer, outside contact, or group together with the inbox and business number used for the discussion. Teammates with access can open the same thread, review earlier messages, and continue the conversation without moving it to a personal number. - [MMS and Media](/support/docs/media-messages.md): Add photos, documents, and other supported files to a Waveline conversation when information is easier to show than describe. Attachments remain with the conversation so teammates with inbox access can review the same message and media. - [Snippets and SMS Signatures](/support/docs/snippets-sms-signatures.md): Snippets save commonly used message text so teammates can respond faster and more consistently. SMS signatures automatically identify the teammate sending an external message. - [Internal Team Messages](/support/docs/internal-team-messages.md): Internal team messages let teammates coordinate inside Waveline without sending an SMS to a customer or other outside contact. You can message one teammate directly, communicate with everyone participating in a shared inbox, or create an internal group conversation. - [Opt-Out and Compliance](/support/docs/opt-out-compliance.md): Outbound business messages should be sent only to people who agreed to receive them. Waveline supports outbound registration and carrier-recognized opt-out requests, but your business remains responsible for collecting consent, respecting customer requests, and sending content consistent with its registered use case. ## Contacts - [Contacts Overview](/support/docs/contacts-overview.md): Contacts connect names and useful details to the people your organization calls and messages. They help teammates recognize customers, vendors, and other contacts, keep shared context in one place, and start calls or messages without repeatedly entering phone numbers. - [Adding and Managing Contacts](/support/docs/adding-managing-contacts.md): Contacts replace unfamiliar phone numbers with recognizable names and keep useful customer details available wherever your team communicates in Waveline. Add contacts individually, update their information, save favorites, post notes, resolve duplicate phone numbers, and remove contacts you no longer need. - [Importing Contacts](/support/docs/importing-contacts.md): Import contacts from a CSV or Excel spreadsheet to bring an existing customer, vendor, or prospect list into Waveline at once. Waveline checks the file before importing it, shows which rows are ready, and provides a summary when the import finishes. - [Sync Contacts with a Connected Service](/support/docs/sync-contacts-with-connected-service.md): Connect a supported contact service to import its contacts into Waveline. Imported contact details remain owned by the source service, and changes sync into Waveline in the background. - [Contact Visibility and Sharing](/support/docs/contact-visibility-sharing.md): Contact access determines which teammates can find a contact, see its saved information and notes, and use its name to recognize matching calls and messages. You can make a contact available throughout your organization, keep it private, or share it with selected people and shared inboxes. ## Analytics - [Analytics Overview](/support/docs/analytics-overview.md): Waveline Analytics helps you understand call activity across your inboxes, including how many calls arrive, how they are handled, and when your team is busiest. Use it to identify patterns and make informed decisions about staffing, inbox hours, and call routing. - [Using Filters and Charts](/support/docs/filters-and-charts.md): Use Analytics filters to focus on a time period or inbox, then explore the charts to understand where calls come from, who handles them, and when your team is busiest. These views can help you spot patterns before adjusting staffing, inbox hours, or call routing. - [Call Outcomes and Response Times](/support/docs/call-outcomes-sla.md): Call outcomes show what happened to your calls, while response times help you understand how long callers waited before ringing, an answer, or abandonment. Use these measurements together to identify where your team is responding well and where your call routing may need attention. - [Export Call Records](/support/docs/csv-export.md): Download your Waveline call records as a CSV file to review activity in a spreadsheet, prepare reports, or work with the data outside Waveline. Choose the reporting period, inbox, and columns before downloading. ## Admin and billing - [Admin and Billing Overview](/support/docs/admin-billing-overview.md): Waveline’s admin and billing settings help you manage your team, control access, and keep your organization’s subscription and payment information up to date. Use this guide to find the right settings and instructions for the task you need to complete. - [Two-step Verification](/support/docs/two-step-verification.md): Use an authenticator app to add a second sign-in step to your Waveline account. After your email or text code, Waveline asks for a six-digit code from your authenticator. - [Change Your Sign-in Phone Number](/support/docs/sign-in-phone-number.md): Add or change the personal mobile number you use to receive Waveline sign-in codes. This is also the number Waveline uses when calls are sent through Direct to Cell. - [Roles and Permissions](/support/docs/roles-permissions.md): Your organization role determines which Waveline settings you can manage. Every teammate has one organization role: Member, Admin, or Owner. - [Managing Team Members](/support/docs/managing-team-members.md): Use the Team settings to update an existing teammate's name or role, or remove them when they should no longer have access to your Waveline organization. - [Billing Overview](/support/docs/billing-overview.md): The Billing page brings together your Waveline subscription, upcoming charges, payment method, promotion codes, and invoice history. Use it to understand your current billing status and find the appropriate detailed guide when you need to make a change. - [Subscriptions](/support/docs/subscriptions.md): Your Waveline subscription keeps your organization’s service running. Use Billing to review your recurring subscription amount, check the next billing date, or manage cancellation and reactivation. - [Payment Methods](/support/docs/payment-methods.md): Your saved payment method is used to pay your Waveline subscription. Keep it up to date when a card expires, is replaced, or needs to change so your organization’s service can continue without billing interruptions. - [Invoices and Billing History](/support/docs/invoices-billing-history.md): Your Waveline invoices explain what your organization was billed, which payments have been completed, and what charges are expected next. Use Billing to review invoice details, check payment status, and save copies for your records. - [Delete Your Waveline Account](/support/docs/delete-account.md): Deleting your Waveline account closes the entire organization, not just your individual login. It affects every teammate and the phone numbers, conversations, and settings connected to the organization. ## Troubleshooting - [Incoming Calls Not Ringing](/support/docs/incoming-calls-not-ringing.md): When an incoming call does not ring the person or device you expected, start by checking whether it affects everyone, one teammate, or one device. This helps you identify whether to review the inbox's routing, your availability, or the device receiving the call. - [Call Quality](/support/docs/call-quality.md): Clear calls depend on your internet or cellular connection, the microphone and speaker you use, and the environment around you. If a call connects but sounds unclear, quiet, delayed, or silent, use this guide to narrow down the cause. - [Notifications](/support/docs/notifications.md): Notifications help you notice incoming calls, new messages, and missed-call activity without constantly checking Waveline. If an alert is missing, delayed, or silent, check the settings for the device and app you use. - [Microphone Permissions](/support/docs/microphone-permissions.md): Waveline needs microphone access so you can speak during calls made or answered through the web, desktop, or mobile app. If access is blocked, Waveline may be unable to connect your call or the other person may not hear you. - [App Connection Issues](/support/docs/app-connection.md): If Waveline shows a connection or sign-in warning, stays on a loading screen, or stops updating calls and messages, check the displayed message before restarting. Calls may continue working while some pages or settings are temporarily unavailable. ## API reference - [Waveline API quickstart](/support/docs/api-quickstart.md): Use the Waveline API to connect your CRM, read phone activity, keep contacts in sync, and send messages from an authorized inbox. API access must be enabled for your Waveline workspace. - [Waveline API reference](/support/docs/api-reference.md): The API uses Bearer authentication at https://api.waveline.tel. Start with the quickstart to create a scoped API key. - [API access and permissions](/support/docs/api-access.md): An integration's access has two parts: where it can work (the workspace or one inbox) and what it can do (its permissions). Both are enforced when data is requested and before queued events are delivered. - [Sending API messages and billing](/support/docs/api-messaging.md): POST /v1/messages sends an SMS or MMS to one external recipient from an authorized inbox. Each recipient send accepted by Waveline adds US$0.01 before tax to the workspace's integration usage. - [Waveline API webhooks](/support/docs/api-webhooks.md): Webhooks send changes to your server or automation platform, so you can update a CRM or support workflow without continuously polling. A subscription belongs to one integration connection and respects its permissions and resource visibility. - [API errors, limits, and retries](/support/docs/api-errors.md): Check the HTTP status before using a response's data. Errors use this shape: ## Integrations - [Integrations Overview](/support/docs/integrations-overview.md): Connect Waveline to a contact service, CRM, Slack, an AI assistant, or an automation tool. Each connection has its own access and capabilities; connecting one service does not give it every type of access. - [Waveline for ChatGPT](/support/docs/chatgpt-integration.md): Use Waveline in ChatGPT to find contacts, review accessible calls and messages, read existing summaries, and perform permitted actions. The connection follows your current Waveline role, inbox membership, visibility, and granted permissions. - [Waveline for Claude](/support/docs/claude-integration.md): Use Waveline in Claude to find contacts, review accessible calls and messages, read existing summaries, and perform permitted actions. The connection follows your current Waveline role, inbox membership, visibility, and granted permissions. - [AI Integration Access and Messaging](/support/docs/ai-integrations.md): Connect an AI assistant to read Waveline information and perform the actions you authorize. Its access follows the signed-in employee’s current role, inbox membership, contact visibility, and the permissions granted to the connection. - [Manage Waveline with an AI Assistant](/support/docs/manage-waveline-with-ai.md): An authorized AI assistant can inspect Waveline settings and make supported changes using your current account permissions. You choose which connection permissions to grant and which changes to request. - [Waveline for HubSpot](/support/docs/hubspot-integration.md): Connect HubSpot to import provider-owned contacts into Waveline and optionally log eligible calls and messages. Contact details sync from HubSpot into Waveline; edit those details in HubSpot. - [Slack Notifications](/support/docs/slack-notifications.md): Connect Slack to post eligible Waveline call and message notifications to the channel selected during authorization. Slack notifications do not import contacts or replace Waveline’s call and conversation history. - [Waveline for Zapier](/support/docs/zapier-integration.md): Use Waveline triggers and actions in Zapier to connect calls, messages, andcontacts to your other apps. The Waveline integration is available through theinvitation linked from your Waveline environment. ## More support articles - [API reference - Calls and recordings](/support/docs/api-reference-calls.md): Endpoint definitions below are generated from the API contract. Request and response blocks describe schemas, not example payloads. required lists mandatory fields; $ref refers to a linked model. - [API reference - Connection, inboxes, and teammates](/support/docs/api-reference-connection.md): Endpoint definitions below are generated from the API contract. Request and response blocks describe schemas, not example payloads. required lists mandatory fields; $ref refers to a linked model. - [API reference - Contacts](/support/docs/api-reference-contacts.md): Endpoint definitions below are generated from the API contract. Request and response blocks describe schemas, not example payloads. required lists mandatory fields; $ref refers to a linked model. - [API reference - Conversations, messages, and attachments](/support/docs/api-reference-messages.md): Endpoint definitions below are generated from the API contract. Request and response blocks describe schemas, not example payloads. required lists mandatory fields; $ref refers to a linked model. - [Waveline API models](/support/docs/api-reference-models.md): These schemas are generated from the API contract. Keep record IDs as strings. - [API reference - Phone numbers and analytics](/support/docs/api-reference-reporting.md): Endpoint definitions below are generated from the API contract. Request and response blocks describe schemas, not example payloads. required lists mandatory fields; $ref refers to a linked model. - [API reference - Webhook subscriptions and deliveries](/support/docs/api-reference-webhooks.md): Endpoint definitions below are generated from the API contract. Request and response blocks describe schemas, not example payloads. required lists mandatory fields; $ref refers to a linked model. ## Optional - [All support documentation](/llms-full.txt): Complete text in one file; prefer individual articles for focused questions.