waveline

Call flows

Forward Call

Forward Call nodes send the caller to another destination, such as a manually entered phone number or another inbox with a phone number.

Before you begin

  • Know the destination before adding the node.
  • Use a valid phone number when forwarding outside Waveline.
  • Use another inbox only if that inbox has a usable phone number.

Where to find it

Open the call-flow builder and add a Forward Call node.

Step-by-step

  1. Add the Forward Call node to the canvas.
  2. Choose manual phone number or inbox destination.
  3. For manual forwarding, enter the number in the expected phone format.
  4. For inbox forwarding, select the destination inbox.
  5. Connect the previous branch to the forwarding node.
  6. Save and publish.

What happens next

  • The builder validates Forward Call nodes before saving; a destination is required.
  • Forwarding to another inbox continues routing in that destination context.
  • Routing protects against circular forwarding so calls do not bounce forever.

Best practices

  • Use forwarding for answering services, overflow teams, backup lines, and location handoffs.
  • Avoid chains of multiple forwarding nodes when a direct route would be clearer.
  • Test forwarded calls from an outside phone.

Troubleshooting

  • If saving fails, add a phone number or inbox destination.
  • If the forwarded call fails, confirm the destination is valid and reachable.
  • If calls loop, simplify the forwarding path.
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