Call flows
Forward Call
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.
Choose the right destination
| Destination | When to use it |
|---|---|
| Inbox | Send the caller into another Waveline inbox and let that inbox’s call flow handle what happens next. |
| Phone number | Send the caller to a telephone number, such as an outside answering service or another business location. |
When the destination is another Waveline inbox, choose Inbox instead of entering its phone number. This connects the routing to the inbox itself rather than a number assigned to it.
The destination inbox does not need a phone number
You can forward calls directly to a shared or personal inbox even if it has no assigned phone number. Configure that inbox’s call flow and ringing destinations so it is ready to receive the call.
When forwarding is useful
Forward Call can help you:
- Send a Phone Menu choice to the appropriate department’s inbox.
- Route unanswered calls to another team.
- Send after-hours calls to an answering service.
- Connect callers to a teammate’s personal inbox so that inbox’s routing determines what happens next.
For example, John Doe LLC could send callers who choose “Sales” to the Sales inbox and callers who choose “Support” to the Support inbox. Each inbox can maintain its own routing without repeating those settings in the main line’s call flow.
Where to find it
Open the call-flow builder for the inbox you want to configure. For more information, see Open the call-flow builder.
Under Flow widgets, drag Forward Call onto the canvas. Select the step to open its settings.
Forward to another inbox
- Add or select the Forward Call step.
- Under Forward to, select Inbox.
- Choose the destination under Select inbox.
- Connect the preceding step or branch to Forward Call.
- Review the selected destination.
- Select Save draft, or Publish flow when the change is ready to go live.
Choose a different inbox from the one whose call flow you are editing.
Forward to a phone number
If internal calls should forward to an outside phone number, the forwarding inbox needs an active Waveline phone number. Check its assigned numbers before relying on this route. Forwarding directly to another Waveline inbox does not require a number on the destination inbox.
- Add or select the Forward Call step.
- Under Forward to, select Phone number.
- Enter the destination as +1 followed by the 10-digit phone number, without spaces or punctuation.
- Connect the preceding step or branch to Forward Call.
- Confirm that the number is correct and ready to receive calls.
- Select Save draft, or Publish flow when the change is ready to go live.
The current number field supports numbers in the +1 numbering plan.
What happens after forwarding
When you forward to another inbox, the call enters that inbox’s published call flow. Its routing determines whether the caller hears a menu, rings teammates, reaches voicemail, or follows another configured path.
If the destination flow uses an Inbox Hours step, it checks that destination inbox’s hours. Forwarding into a personal inbox is therefore different from ringing its teammate through the original inbox’s Ring Users step.
When you forward to an outside phone number, that destination handles the answering experience, including any voicemail provided by its phone service.
Forward Call does not return to the original flow
Forward Call has no outgoing connection or No Answer branch. Do not place it expecting the caller to return to another step in the original flow if the destination does not answer.
For an inbox destination, configure any unanswered-call handling in that destination inbox’s call flow.
Forwarding, transfers, and Direct to Cell
Forward Call is an automatic action configured in a call flow.
To move a call you are already handling to another destination, see Transfers and Hold.
To receive your own eligible Waveline calls through your phone’s regular cellular connection, see Direct to Cell.
Common questions
The destination inbox has no phone number
Select Inbox and choose it from the list. An assigned phone number is not required for direct inbox forwarding.
Internal callers cannot be forwarded to an outside number
Confirm that the inbox containing the Forward Call step has an active Waveline phone number. Assign one if needed, then test a new internal call through the route. See Assigning Numbers.
The selected inbox is no longer available
Choose another available inbox before saving. If the intended destination should still be available, ask an Owner or Admin to confirm that it has not been archived, then reopen the builder.
The phone number will not save
Enter +1 followed by exactly 10 digits, without spaces, punctuation, or an extension. If the destination is another Waveline inbox, select Inbox instead.
The forwarded call follows different hours or ringing settings
Forwarding into another inbox uses that inbox’s routing. Review its published call flow, Inbox Hours, and the ring order used by its Ring Users steps.
Calls are forwarded back and forth between inboxes
Review the forwarding destinations in each inbox. Avoid routes such as Main Line → Sales → Main Line. Waveline stops circular forwarding rather than allowing the call to continue indefinitely.
An outside destination does not answer
Confirm that the number is correct and reachable. Forward Call does not provide a No Answer branch back into the original flow. If you need further fallback routing, consider forwarding to a Waveline inbox whose call flow handles that process.