In this article, you will learn how to forward calls in Workiz.
In Workiz, forwarding calls is part of call flows. A call flow is just a rule that dictates how incoming calls will be handled. When signing up for a new Workiz Phone number, you will automatically receive a call flow that forwards calls from your Workiz Phone number to your actual phone number.
To learn about how to make changes to this call flow so that calls are forwarded to a different number, please see this article.
How to forward calls: Method 1
The simplest way to set up call forwarding in Workiz is to set it up when purchasing a new Workiz Phone number.
IMPORTANT: Only use this method if you NEED to purchase an additional Workiz Phone number.
If you have already purchased an additional Workiz Phone number that is available, please see Method 2.
From the navigation bar, select Settings > Settings
Under Calls & Texts, select Numbers
Ensure you need a new Workiz Phone number and select Get a number
Complete the Buy a number fields
After selecting your new Workiz Phone number, configure it to be forwarded to a specific user or number
After completing the purchase, Workiz will automatically create a call flow that forwards calls from your new Workiz Phone number to the user or number you entered during setup.
You can select the corresponding edit icon to make changes to this call flow (e.g., business hours, voicemail greeting, etc.).
How to forward calls: Method 2
If you already have a Workiz Phone number that is available, you can easily forward calls by duplicating an existing call flow.
From the navigation bar, select Settings > Settings
Under Calls & Texts, select Numbers
Next to the call flow you want to duplicate, select the duplicate icon
Tip: Assuming you haven't deleted or edited it, your original call flow will be titled Forward to [Your name].
Enter a flow name and select Confirm
Next to the call flow you just created, select the edit icon
Select Assigned numbers and choose the Workiz Phone number you want to assign to this call flow
On the left side of your call flow, select Forward
Select the specific Group or User who should receive the forwarded calls
IMPORTANT: We strongly encourage you to forward calls using the softphone options provided.
Forwarding calls to an external number may interrupt your call flow and prevent the remaining steps of your call flow from taking place.
Forwarding calls to an external number will also prevent unanswered calls from being marked as missed. Calls that are answered on an external number will not be trackable or recorded.
Select Save
Select Save call flow
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