Set up call flows.

A call flow is the path a call takes: who rings first, for how long, what happens next, and where it ends. Build one under Settings → Phone & texting on a computer, assign a number to it, and every call to that number follows it from the moment you save.

Steps

1. On a computer, open Settings → Phone & texting and choose the Call flows tab.
2. Under New call flow, type a name such as Main line or After hours and press Create flow.
3. Under Numbers using this flow, press each number that should use it. A number can sit on one flow only.
4. Press Edit routing. The builder opens with Incoming call at the top.
5. Under Add step, press Phone. Choose a person under Ring team member or type a number under External number, and set Seconds to ring. Add one Phone step per person you want to try, in order.
6. Press Receptionist under Add step to hand the call to your Receptionist after your team, and Voicemail to end the flow with a greeting.
7. Connect the steps from Incoming call downward and press Save routing. The message Saved. New calls will use this routing. confirms it.

Good to know

What the caller hears. The caller hears ringing while each Phone step tries its person. When a step runs out of seconds, the call moves to the next one without the caller noticing. A Voicemail step plays its greeting and records the message.

A number with no flow follows the Default flow tab, and the Business hours set there apply to every flow.

A Receptionist step is skipped while the Receptionist is off or has no line of its own, and the call moves on to the next step.