What happens when nobody answers.

Your call flow decides. Each incoming call rings the people on your flow in order, and when nobody picks up the call moves to the next step, which is usually voicemail. With business hours turned on, calls outside them skip the ringing and go straight to your closed greeting.

Steps

1. On a computer, go to Settings → Phone & texting and open the Default flow tab. If a number has its own flow, open Call flows and press Edit routing on that flow instead.
2. Calls follow the connected path from Incoming call downward. Under Add step, press Phone to ring a technician, then choose them under Ring team member, or leave External number and type a number.
3. Set the seconds each step rings before the call moves on. The first line reads Ring, and every line after it reads If no answer.
4. Press Voicemail under Add step to end the flow with a greeting, and edit the greeting text right on the step.
5. Press Save routing. New calls use the new routing right away.

Good to know

Turn on Business hours on the Default flow tab to set your open days and times and your Closed greeting, then press Save business hours. These hours are shared, so they apply to every one of your numbers. When you are closed, callers hear the greeting and can leave a message.

Every voicemail lands in Calls as a missed call with the recording, and a transcript follows shortly after. If a flow has no step that can be dialed, callers still reach a voicemail, so no call is lost.