How to enable sequential call routing

Sequential call routing directs incoming calls to your team members one by one, in a defined order.

If the first person doesn't answer, the call automatically moves to the next person on the list, and so on; until someone picks up or the flow reaches its end (e.g. voicemail).

Step 1. Open the Call Flow Builder

• Go to Tracking > Call Flows.
• Click Create.

Step 2. Add the Sequential routing action

• Click the + button on the canvas.
• Select Sequential from the Routing Options menu.

Step 3. Add destination numbers

• Click Select Destinations.
• Add at least 2 destination numbers.

Step 4. Configure ring time and sticky destinations

• Adjust the seconds to ring per destination (default: 25 seconds).
• Optionally enable Sticky Destinations; when active, a returning caller is routed to the same agent who answered their last call.
• If Sticky Destinations are enabled, set how many days back the system should look.

Step 5. Assign the call flow to tracking numbers

• Go to Tracking > Numbers.
• Assign the call flow to the relevant tracking numbers.

🎉 Done. Calls will now ring each destination in order until someone answers.

Detailed Guide: Template: how to enable sequential call routing

Detailed Guide: How to redirect unanswered calls to different destinations

Detailed Guide: How to assign tracking numbers to call flows

Updated on: 31/03/2026