Call flows
Saving and Publishing Call Flows
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.
Changes made on the canvas are not saved automatically.
Understand unsaved changes, drafts, and published routing
| State or action | What it means |
|---|---|
| Unsaved changes | Your edits are still on the current page and have not been saved. |
| Save draft | Saves your work so you can return to it without replacing the published routing. |
| Publish flow | Saves the flow currently in the editor and makes it the published routing for the inbox. |
You do not need to select Save draft before Publish flow. Publishing saves and publishes the current changes together.
A saved draft is not live
Callers continue using the published flow until you select Publish flow. Reopening a saved draft does not mean callers are already using it.
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.
Save draft and Publish flow appear at the top of the builder. Check the inbox name before making changes.
Saving and publishing require permission to manage this inbox. See Call-flow access if the builder is read-only or its actions are unavailable.
Save work for later
- Make your changes to the steps, settings, or connections.
- Select Save draft.
- If Waveline reports a problem, correct the affected setting and try again.
- Wait for saving to finish and the Unsaved changes badge to clear before leaving the builder. Editing is temporarily unavailable while saving; the flow stays in view.
When you reopen the builder, it loads the saved draft when one exists. You can continue editing and publish when ready.
If you leave with unsaved changes, those edits can be lost. A warning about leaving the page is not a substitute for saving.
Review the routes before publishing
Start at Incoming Call and follow each route a caller could take.
Check that:
- Incoming Call connects to the intended first step.
- Each Phone Menu choice, Timeout, and Unrecognized route leads to an appropriate destination.
- During Hours and After Hours are connected as intended.
- Ring Users has the right teammates and calling methods, with a useful No Answer destination.
- Caller-type and entry-method checks have their relevant outputs connected.
- Recordings, message text, and forwarding destinations are correct.
- Steps that should continue the call have a next connection.
Saving does not confirm that every route is complete
Waveline checks required settings when saving, but a successful save does not prove that the flow matches your intended caller experience. Review the connections as well as the individual steps.
Publish your changes
- Confirm that you are editing the correct inbox.
- Review the current flow and its settings.
- Select Publish flow.
- Resolve any reported problems and try again if needed.
- Wait for saving to finish before leaving the builder. If an error appears, resolve it and publish again.
Allow up to one minute for published changes to affect new calls.
Publishing updates routing for the inbox, not just one of its phone numbers. Numbers assigned to that inbox use its routing, and calls entering through forwarding or transfers can also be affected.
Check the published caller experience
After publishing, place new calls through the routes you changed.
For example, check relevant menu choices, unanswered ringing, voicemail, and open or closed routing. If the flow treats forwarded or transferred calls differently, check those arrival methods too.
For an inbox without an assigned number, reach it through the internal calling, forwarding, or transfer route your team uses.
You do not need to repeat every possible scenario after a minor edit. Focus on the changed route and any other routes that share the steps you edited.
When the flow changes while you are editing
Waveline may ask you to reload if the saved call flow changes while you have unsaved edits. This can happen when someone else updates the flow or a related change, such as a deskphone assignment, updates it.
Your unsaved work remains visible, but saving and publishing are paused until you reload the latest saved flow.
- Note any unsaved changes you want to keep.
- Select Reload latest flow.
- Confirm the reload when prompted.
- Review the latest flow and reapply any changes still needed.
- Save or publish the updated flow.
Reloading discards unsaved edits
Reload latest flow replaces what is currently on the canvas with the latest saved version. Make a note of the changes you need before confirming.
Know which changes need publishing
Changes made inside the call flow builder—including connections, custom ring groups, message text, and step-specific recordings—need publishing before they become live.
Settings referenced from the inbox are managed separately. For example, changing Inbox Hours or the Default Voicemail Recording does not require republishing steps that already use those settings.
Changing an inbox setting can affect live calls even while you have an unpublished draft. Review the setting's guide before making the change.
See Inbox Hours and Default Voicemail Recording for those settings.
Common questions
Why are callers still using the old routing?
Confirm that you selected Publish flow, not only Save draft, and waited for saving to finish without an error. Allow up to one minute, then place a new call.
Also check that the number or arrival route reaches the inbox you edited.
Why can’t I save or publish?
Read the message shown by the builder and correct the affected setting. For example, Phone Menu and Play Audio require audio, and Forward Call needs a valid destination.
If the builder asks you to reload the latest flow, follow that prompt before saving again.
Can I publish without saving a draft first?
Yes. Publish flow saves the current work and publishes it in one action.
Can I keep editing after publishing?
Yes. Further edits remain unsaved until you save or publish again. Selecting Save draft keeps those later edits without replacing the published flow.
Why did a change affect more than one number?
The flow belongs to the inbox. Multiple numbers assigned to that inbox share its routing. Review Assigning Numbers if you need to confirm which numbers belong to it.
How do I correct a change I already published?
Open the builder, correct the settings or connections, and publish again. Review any newer draft edits before publishing so you do not unintentionally make those changes live too.