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Work through the symptom that matches what your callers are getting. If none of these fit, contact support with the number you called and roughly when.
Start with the flow, not the device. A phone only rings when the flow reaches a Ring this line step that names that person.
  1. Open the line’s Call flow section, then the designer, and select the ring step. Check the member list: a teammate who has access to the line but is not in that list never rings on it.
  2. Check the ring order. In a cascade, third position only rings after two ring times have run out, and the caller often gives up first.
  3. Check the availability toggle on the step. Ring only the people who are free skips anyone already on a call.
  4. Follow the path a real caller takes. 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.
  5. Check the header. If it shows Unsaved, callers are still on the previous version.
If the flow is right and the phone is still silent, the cause is on the device: notifications, Do Not Disturb, or the connection. See common issues.Full detail on the step: ring your team.
Either the ring step is set to Queue, or the path adds up to more than you think.A queue holds callers while members are tried one at a time, and sends them down If missed when their waiting time runs out. A cascade adds one ring time per member, so four members at 20 seconds each is 80 seconds before If missed runs.Fix: shorten the ring time, cut the cascade to two or three people, or lower the queue’s maximum waiting time. Then call the line yourself and time it.
Almost always the file format. Allo plays MP3 and WAV. An m4a file, the default for voice memos on an iPhone, can save without complaint and then play as nothing on the call.Fix: convert the file to MP3 or WAV and upload it again, or use Record audio to record straight into Allo, which cannot produce a format that fails to play.Then call your own line and listen to the whole flow before you leave it.
Your recorded greeting already lists the options, and the named options are read out after it.Allo plays the greeting first, then one line per option: “For Sales, press 1”. A greeting that already says “press 1 for sales, press 2 for support” gets both.Fix: cut the list out of the greeting and leave it as a welcome only, such as “Thanks for calling Dupont Plumbing”. The option names do the listing.Recording each option separately does not help. Allo always plays the greeting and then every option, so a greeting that lists the options is announced twice whichever source each option uses.
The option name is dropped into a sentence: “For , press 1”. A full sentence in that field produces “For if you would like to book an appointment please press one, press 1”.Fix: shorten the name to a noun phrase, such as “Sales”, “Support” or “A new appointment”.
Expected, if any part of that menu uses a recording. Callers can then only press once the last option starts playing. On a text-only menu they can press at any point.Fix: if pressing early matters more than the recorded voice, switch that menu to text to speech.
Check that what you think you built is what is saved. Unsaved work stays on your screen and never reaches a caller.
  1. Open the line’s Call flow section and look at the map under the heading. That is the live version.
  2. If the designer header shows Unsaved, your edits are not live. Select Save.
  3. Follow the branch a real caller would take, including No selection, If missed and No match. An empty-looking branch is often the one being used.
  4. Call the line yourself and press the keys.
The Contact property step sends every uncertainty down No match, not just a different value. It takes No match when the caller has no contact record yet, when their number is withheld, when the property is empty on their contact, and when the value differs.Check:
  • The caller exists in your contacts, with the number they actually called from.
  • The property is filled in on their contact.
  • The value matches what you typed. Case and surrounding spaces do not matter, so “acme” and “Acme” are the same, but “Acme Ltd” and “Acme” are not.
A first-time caller has no contact record at the moment the call arrives, so a brand new number always takes No match. Point that branch somewhere real.
A step is missing something it needs. The step says what, for example “Choose what this step does”, “Add at least one member to ring” or “Write or record a name for this option”.Two rules catch people out:
  • A menu needs at least one keypad option, and every option needs a name, written or recorded.
  • A Business hours step cannot sit underneath another one, and a Contact property step cannot test the same property as one above it. In both cases one branch could never run.
They have not been deleted. A live call flow decides all four of those things, so each section now shows a note pointing at your flow instead of its own controls.Change them by editing the matching step in the flow. If the flow ever stops governing the line, the old settings come back exactly as they were.
Call flows are in beta and rolling out team by team. If your line settings have no Call flow section, your team has not been switched on yet.Your line keeps working on its Business hours, Interactive menu, Call routing and Missed call handling settings in the meantime.

Call flows overview

Steps, saving and limits

Ring your team

Who rings, in what order, for how long

Recordings and audio

Formats, sources and replacing audio