Overview
Every phone number on your account is tied to a call flow, which decides what happens when someone calls that number.
There are two different things you might want to do, and they are not the same:
What you want | What to change |
Change how calls are handled — hours, greeting, recording, who they route to | Edit the call flow itself |
Point this number at a different call flow | Edit the number, using the pen icon |
Before You Start
Editing a call flow affects every number attached to it. If three numbers share a call flow and you change its routing, all three change.
If you only want to change one number's behaviour, point that number at a different call flow instead of editing the shared one.
Step 1: See Which Call Flow a Number Uses
Go to Settings.
Select Communication and Marketing.
Go to the Manage Numbers tab.
You will see all your phone numbers and the call flow each one is tied to.
Check this first. It tells you which call flow you need to edit, and whether any other numbers share it.
Option 1: Edit the Call Flow Itself
Use this when you want to change how calls are handled.
Step 1: Open Call Flows
Go to Settings.
Select Communication and Marketing.
Select Call Flows.
Step 2: Open the call flow
Open the call flow you want to change.
Step 3: Update the settings you need
You can change:
Call flow setup
Business hours schedule
Basic call setup
Record incoming calls
Greet caller
Step 4: Set the incoming call action
In-app answering means the call is answered inside REsimpli — either on the website or in the mobile app.
Alternatively, set the number to forward so calls route to a specific assignee on their own phone number.
Step 5: Save
Click Save.
The call routing updates for every phone number attached to this call flow.
Option 2: Point the Number at a Different Call Flow
Use this when the call flow is fine but this number should be using a different one.
Step 1: Open Manage Numbers
Go to Settings → Communication and Marketing → Manage Numbers.
Step 2: Click the pen icon
Hover your mouse over the number and click the pen icon.
Step 3: Change the call flow
Select a different existing call flow, or create a new one.
This changes the call flow for that number only.
Important Notes
Check Manage Numbers before editing anything. It shows which call flow each number uses, so you know what a change will affect.
Editing a call flow changes every number attached to it. This is the most common way people accidentally reroute calls they did not mean to touch.
Use the pen icon when only one number should change. Repointing a single number is safer than editing a shared flow.
In-app answering keeps calls inside REsimpli, on the website or the mobile app. Forwarding sends them to someone's own phone instead.
Forwarding routes to a specific assignee's personal number, so keep those numbers current when your team changes.
Recording and the greeting are set on the call flow, not on the number — so they apply to every number using that flow.
Troubleshooting
You changed a call flow and calls to a different number changed too
Both numbers share that call flow. Check Manage Numbers to see which numbers are attached, and repoint one of them with the pen icon instead.
You cannot find where to change a number's call flow
Hover over the number on the Manage Numbers page. The pen icon appears on hover.
Calls are not reaching the right person
Check the call flow's forwarding settings and the assignee's personal number, and check the business hours schedule — calls outside those hours are handled differently.
Calls are not being recorded
Recording is set on the call flow. Check it is enabled on the flow this number uses, not just on another one.
Nobody is answering calls in the app
If the incoming call action is set to in-app answering, someone has to be available in REsimpli or the mobile app. If your team works from their phones, forwarding may suit you better.
Your changes did not take effect
Click Save on the call flow. Changes are not applied until you do.
Summary
You updated the call flow for a phone number. You checked Settings → Communication and Marketing → Manage Numbers to see which call flow the number was tied to, then either opened Call Flows to edit that flow's schedule, greeting, recording, and routing before clicking Save — or hovered over the number on Manage Numbers, clicked the pen icon, and pointed it at a different call flow entirely.