Waveline Support - Waveline

Incoming calls enter through a personal or shared inbox phone number, then Waveline applies number assignment, business hours, call flow routing, ring groups, forwarding, voicemail, and user availability.

Before you begin

Assign the phone number to the correct personal or shared inbox.
For shared lines, add answering teammates as inbox members.
Configure default ring groups or publish a call flow that includes a Ring Users step.
Make sure answering devices are signed in, available, and allowed to show notifications.

Where to find it

Incoming calls are configured from Phone -> Numbers, Phone -> Inboxes, and the inbox call-flow builder.

Step-by-step

Assign each work number to a personal inbox or shared team inbox.
Open the inbox and confirm owner, members, default ring groups, business hours, and recording settings.
Build a call flow if calls should use menus, hours checks, forwarding, voicemail, or text follow-up.
Publish the call flow so the live number uses it.
Ask each answering team member to install the apps and keep availability enabled.
Place a test inbound call from an outside phone.

What happens next

Calls can ring web/mobile clients, SIP deskphones, or direct-to-cell/proxy destinations depending on inbox and user setup.
If nobody answers, the call flow can continue to voicemail, forwarding, another branch, or an unhandled outcome.
Missed, voicemail, abandoned, and no-answer outcomes can appear in filters and analytics.

Best practices

Keep call flows simple enough that callers can reach the right person or team quickly.
Use business hours before ring steps when after-hours behavior should differ.
Keep at least one fallback route, such as voicemail, for every important inbox.

Troubleshooting