How do I set up call flows and call forwarding for Business Phone?

Last updated: November 5, 2026

Set up call flows and call forwarding so incoming Business Phone calls reach the right person, team, agent, queue, or fallback destination.

Before you start

  • Confirm the Business Phone channel you want to configure.

  • Decide whether the channel should use organization-level call settings or its own custom call flow.

  • Prepare any destination phone numbers, users, teams, agents, or after-hours rules.

Steps

  1. Go to Settings > Organization Settings > Channels.

  2. Find the Whippy Business Phone channel.

  3. Select the three-dots menu in the Actions column.

  4. Select Edit Channel.

  5. Open the Call Flow tab.

  6. Turn on Override Organization Settings if this channel needs its own call flow.

  7. Choose direct routing, an IVR menu, or after-hours routing based on your workflow.

  8. For direct forwarding, choose the forwarding action and select the destination.

  9. For IVR routing, add menu options, indexes, greetings, and destinations.

  10. For after-hours routing, confirm business hours, then choose the after-hours action.

  11. Configure fallback actions such as voicemail, another forwarding destination, or ending the call.

  12. Select Stage Changes, then Save Changes.

  13. Test the number to confirm calls follow the expected path.

Tips

  • Use teams instead of individual users when possible for more flexible staffing.

  • Keep IVR menus short and easy to understand.

  • Always configure a fallback action for unanswered calls.

  • Test call flows by temporarily adjusting business hours.

  • Use an opening greeting to set caller expectations.

Troubleshooting

  • If calls are not forwarding, confirm you staged and saved the changes.

  • If forwarding rings endlessly, add a fallback action such as voicemail.

  • If team forwarding does not work, review team setup, ring order, and availability.

  • If external forwarding fails, verify the full phone number including country code.

  • If after-hours routing does not trigger, review business hours and timezone.