Calls aren't reaching my agent

Work through these in order — most cases are one of the first three.

Check this first

1. Redirect incoming calls. Open the flow, then Settings → Advanced Settings → Call Routing → Inbound Routing, and check Redirect incoming calls. If it's on, calls go somewhere other than the agent. Turn it off if that's not what you intended.
2. Call direction. In Greeting & Conversation, confirm Call direction includes inbound. If you changed this after the number was already assigned, go to Phone Numbers, remove the agent from the number, then assign it again — a direction change on its own doesn't take effect until you do.
3. The number is assigned to this flow, and the flow is published. Check Phone Numbers, and confirm you've clicked Publish Changes since your last edit.
4. Balance. If the workspace's balance is at or below zero, the agent stops answering. Check and top up in Billing.

If your business line is forwarded to your agent

1. Confirm the forwarding condition you set actually matches what you're testing — "when I don't answer" won't ring the agent if you answer the call yourself.
2. Call your business line directly to test forwarding, separately from calling the agent's number directly.
3. If you need to stop forwarding, use Phone Line → Stop forwarding → Remove call forwarding, which gives you the carrier code to dial. There's no pause switch — this is controlled at your carrier.

If the number still won't answer

1. Go to Phone Numbers, open the number's ⋯ menu, click Configure, then Remove Agent and save.
2. Assign the agent again the same way, and save.
3. Call the number directly to confirm it now answers.

When to contact support

Give the workspace ID and the number. Say whether a direct call to the agent's number fails, or only a forwarded call from your business line fails, and include the time and timezone of a failed attempt.

Related guides

• Connect inbound calls
• Manage phone numbers
• Troubleshoot call transfers