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What is call routing?

Call routing (a call flow) determines what happens when someone calls one of your numbers — for example forwarding to a colleague, a queue or a voicemail.

  1. Open Call Flows in the left-hand menu.
  2. Click + New call flow.
  3. Choose Guided setup to have the flow built step by step, Reuse an existing flow, or Start from scratch.

Call flows overview, empty, with the New call flow button.

Good to know: a call flow you're still building sits under Drafts. Only once you actively link it to a number does it show up under Live.