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Receiving Calls in Gravity Rail

Answer incoming phone calls in your browser, either directly or when an Agent hands a call to your team. The phone number's Voice routing rules decide who rings and what happens if nobody answers.

Your Workspace needs the Operators feature enabled. Team members who answer calls need the operator:write permission on their Member Role.

Route calls to your team​

  1. Open Phone Numbers, select the number, and open Settings. Enable voice if the number is not already a voice line.
  2. In Voice, add or edit a rule. Choose its schedule and caller audience, then A person answers. Select an operator group or a specific member to answer in Gravity Rail. The caller's primary contact and an external phone number are also available destinations.
  3. Set the ring timeout. Place the next matching rule below it for unanswered calls—for example, AI answers or Voicemail—and save the rule.

Rules run in order. If a person cannot answer, routing continues to the next matching rule; an Agent does not automatically answer every missed call. Review Phone Numbers and Routing for caller admission, business-hours schedules, and owner routing.

If the rule admits unknown callers and rings a person in Gravity Rail, choose its Role for new callers. Forwarding to an external phone number does not create that Member admission rule.

If an AI rule starts a Workflow, check its Member Role Gate when choosing the Role for new callers. The caller must have a Role the gate admits. See Workflows.

Set up an operator group​

Use a group when several people should receive calls to the same number.

  1. Open Operator Groups and choose Create Group.
  2. Name the group and add the team members who will answer.
  3. Choose Broadcast to offer the call to available group members together, or Round Robin to select an available member. Save the group and select it in the phone number's Voice rule.

Creating a group alone does not route calls to it. Each person still needs permission to operate and must be Online in the Workspace receiving the call.

Go Online and answer​

  1. Open the Messaging sidebar. In its header, use Online to include the Workspace whose calls you want to receive. You can also include an Organization, all your Workspaces, or selected Workspaces.
  2. Open the Live tab. When a call is offered to you, its card identifies the Workspace. Choose Answer and allow microphone access when your browser asks.
  3. Talk to the caller using the call controls. End the call when you are finished.

Choose Offline when you stop taking calls. The separate Show menu changes which Workspaces you are viewing; it does not change where you are Online.

Check the route before sharing the number​

Use the number's Test tool to check the rule selected for a time and caller type. Then place a real test call while an intended operator is Online, and repeat with nobody answering to check the next rule. The Test tool does not ring a browser or prove that a person can answer.

Receive a handoff from an Agent​

When an Agent hands a phone call to you, answer the offered call from Live to speak with the caller. You must be Online in the Workspace receiving that call.

Text Chat escalations use the Workflow's Escalation ability and its Operator Groups selection. They appear as Chats needing a response rather than incoming phone calls.

To respond manually in an existing text Chat, open Chat Details, turn the assistant off, and confirm Turn Assistant Off. Turn it back on when you want the Agent to resume. For an open escalation, Mark as Resolved clears the escalation and resumes the Agent.

Make an outgoing call​

In the Messaging sidebar, choose Create chat. Select Me, Another member, and the Member you want to call. Choose Direct, then Call, and Start call. You need a configured Workspace phone number; that number is the caller ID.

To have an Agent start a Workflow instead, choose AI as the caller and select the Workflow. See Chats for finding and reviewing the resulting Chat.

Review calls​

Find the Chat to review what happened. Follow Call Recordings for recording settings, access, and playback, and Phone Voice for setting up the line.