Connect inbound calls and manage forwarding

Point an existing business line at your agent, or check why a connected number isn't reaching it.

Before you start

Open the call flow and check Greeting & Conversation → Call direction is Inbound & outbound. An agent set to outbound only won't answer anything.

Your flow also needs a number attached. On Phone Line, if it says no number is attached, click Attach a number — this opens Phone Numbers, where you assign one to the flow.

Forward your business line to the agent

1. Open the call flow, then Phone Line, and click Call forwarding.
2. Choose your country tab, or VoIP / online if your line is internet-based.
3. Switch between Mobile and Landline, then find your carrier and click Continue.
4. If a Forwarding step appears, choose when calls should forward, then click Continue. Landlines and VoIP lines forward all calls and skip this step.
5. On the Connect step, dial the code shown (or scan it), wait for the confirmation tone, then click Done.
6. Call your business line from another phone to check the agent answers.

Stop forwarding

There's no pause switch — forwarding is controlled at your carrier, so stopping it means dialling a removal code from your own phone.

1. On Phone Line, click Remove call forwarding.
2. Dial the removal code shown for your carrier, then click Close.
3. Call the line to confirm it now rings your phone. The platform can't see or change your carrier's settings, so it can't confirm this for you.

If calls aren't reaching the agent

Check these in order:

1. Redirect incoming calls. In the flow's Settings, open Advanced Settings → Call Routing → Inbound Routing and check Redirect incoming calls. If it's on, calls are sent somewhere other than the agent. This is the most common cause of a number that seems dead — switch it off if you didn't intend it.
2. Call direction. Greeting & Conversation → Call direction must be Inbound & outbound.
3. The number is assigned to this flow. Check on Phone Numbers.
4. The change is published. Real calls only use published changes.
5. The forwarding condition you set. If you chose "when I don't answer", a call you pick up yourself will never reach the agent — test the exact condition you chose.

Related: Manage phone numbers, Configure transfers, Review call history.