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A call flow is a number’s plan for incoming calls. Every number gets one when you buy it: Ring users rings everyone on the number for 20 seconds, and if nobody picks up, the caller goes to Voicemail. You can change that for any number. Only Owners and Admins can edit call flows.

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Open a number’s call flow

1

Pick the number

Go to Settings → Numbers and click the number.
2

Open the Call flow tab

The tab shows a preview of the flow that’s live on this number.
3

Edit it

Hover the preview and click Edit call flow.
A number can hold several flows, but only one is Live. Use New flow to build an alternative, like a holiday schedule, without touching the live one.

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Steps you can use

Click or drag a step from the Steps panel. It attaches to an open branch, so every branch always leads somewhere. Select a step to change its settings on the right. Some older flows contain a Ring group step. It still rings its group, but you can’t add new ones. Ringing your team covers who rings and how.

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Voicemail step

Select the step and click Set greeting to upload a file, record one, or generate one with Text to speech. You can also type a greeting in the box and Vocal reads it aloud. A greeting on this step replaces the number’s usual greeting, which is handy for an after-hours message that gives your on-call dispatcher’s hours. Transcribe voicemails is on by default. See Voicemail for where messages land.

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Publish your changes

As soon as you edit, a bar says This call flow has unpublished changes. Click Publish changes to make them live, or Discard changes to go back to the last saved version. Cmd+S (Ctrl+S on Windows) saves a draft without publishing. If the flow isn’t the number’s live flow yet, publishing only saves a new version. Switch the number over with Set live on the Call flow tab, or Set as live in the flow menu at the top left of the editor. Changes affect only this number.

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Hold music

Below the flow preview, Hold music sets what callers on this number hear while they wait: when a teammate puts them on hold. Choose Upbeat or Mellow, or click Upload custom track to upload a file (up to 5 minutes), record one, or use text to speech. Only upload audio you have the rights to.

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Example: a recruiting line

Start with Business hours set to your office hours. Send During hours to Ring users with Everyone on this number, and let If call is missed go to Voicemail. Send After hours straight to Voicemail with a greeting that says when the office opens.