Call flows are in beta and rolling out team by team. If your line has no Call flow section, it still rings on its own Call routing settings, and the three ring orders below work the same way there.
How to choose who rings
The step rings the members named in it, and nobody else.1
Select the ring step
Open the designer and select the Ring this line step. Its settings open in the panel on the right.
2
Add the members who should ring
Under the member list, select Add team members and pick a teammate. Repeat for everyone who should ring on this step.
3
Save
While the list is empty, Save is blocked and the step reads “Add at least one member to ring”.
How to choose the ring order
Order only means something in a cascade. There, each row can be dragged and carries its position number. A simultaneous ring reaches everyone at once and a queue reaches whoever is free first, so neither has an order to set.
How long each person rings
One duration governs the whole step, and it means something different in each mode:- Simultaneous: how long everyone rings together.
- Cascade and queue: how long each member rings before the next one is tried.
Ring time is per step, not per call. A cascade of four members at 20 seconds each keeps a caller waiting up to 80 seconds before the If missed branch runs. Add up the whole path before you settle on a duration.
How to hold callers in a queue
A queue holds callers while your team is tried one member at a time. It adds two settings the other two orders do not have:
While they wait, callers hear the waiting music set on the line. That is a separate setting on the line, under Waiting music, and a call flow does not replace it.
How to skip people who are already on a call
A toggle on the step rings only the members who are not already on a call, and skips the others. It is off by default, so a member who is mid-call still rings unless you turn it on.What happens when nobody answers
Every ring step has an If missed branch, and Allo does not let it stay empty. It runs when the ring time runs out, when everyone declines, and, in a queue, when the caller’s wait runs out. The usual destinations are Voicemail, AI receptionist, Forward to a number, or another Ring this line step.How to ring a second group after the first
To ring a second group when the first one misses, put another Ring this line step on the If missed branch. The first group rings, and if nobody answers, the second one does. There is no separate groups mode, because a second step says the same thing and carries everything a step can carry: its own members, its own order, its own ring time, and its own If missed branch.Examples
Front desk first, then the whole shop Incoming call → Ring this line (front desk, simultaneous, 20s) If missed → Ring this line (everyone, simultaneous, 30s) → If missed → Voicemail
Escalation Incoming call → Ring this line (cascade: 1 Marie, 2 Karim, 3 Sophie, 20s each) If missed → AI receptionist
Busy line, callers wait instead of hitting voicemail Incoming call → Ring this line (queue, 30s per member, callers wait up to 5 minutes, 10 in line) If missed → Voicemail
Why a phone does not ring
Work down this list before looking at the device:- The person is not in the ring step. Open the step and check the member list.
- The order puts them last. In a cascade, someone in third position only rings after two ring times have run out. The caller often gives up first.
- They were mid-call and the availability toggle is on. Ring only the people who are free skips anyone already on a call.
- The call never reached the ring step. A business hours step sends closed-hours calls elsewhere, a phone menu only rings on the key that points at the step, and a contact property step sends unknown callers down No match.
- The edits are not saved. If the designer header shows Unsaved, callers are still on the previous version.
Related pages
Call flows overview
Steps, saving and limits
Call flow troubleshooting
When a flow does not behave
Voicemail
Where most If missed branches end
AI receptionist
Let the AI answer instead of voicemail