Fallback Dial

You can use a fallback Dial step in the Call Flow Builder to configure a secondary phone number that CallRail can route your calls to if your primary phone isn't answered. This allows your callers to route to a different telephone number if nobody answers on your primary phone within a predefined time.

Use this article to learn how to:

  • Add a fallback Dial step to a call flow
  • Assign your call flow to your tracking numbers

Getting Started

Once your call flow is set up, you’ll assign it to the appropriate tracking numbers. You can assign the same call flow to multiple tracking numbers.

We recommend placing a few test calls from a telephone number that’s not included within your call flow to ensure your calls are routing as expected once your call flow is assigned to a tracking number.

Create a Fallback Dial Step

Call flows are company-specific in your account. Follow the instructions below to create a call flow with a Menu step in the company of your choice.

  1. Choose the company where you’d like to use a fallback Dial step.


  2. Click Numbers at the top of the page.


  3. Select your Call Flows from the left menu.


  4. Create a new call flow by clicking + Create New Call Flow. You can also click the pencil icon to Edit an existing call flow.


  5. Name your call flow at the top of the page.

  6. Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if you don’t want calls to this flow recorded.


  7. Select Dial from the list of available steps.


  8. Enter your primary destination number, agent, or SIP address.  The phone number entered in the dial step must match the country selected at the top of the call flow and the country of every other dial step in the call flow.


  9. Indicate how long you'd like callers to ring to this number by selecting a duration in the drop-down menu.

  10. Select Dial again from the list of available call flow options below the Dial step you just created. Enter your secondary destination that should receive the call if no one answers at the first Dial step. Repeat this step for each fallback dial step you'd like to create.


  11. Continue configuring your call flow to your personal preference. Then, click Save at the top of the page to save your call flow.


    Assigning Your Call Flow

    Once you’ve created your call flow, you’ll assign it to your tracking numbers. Since your call flows can be shared, you’re able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.

    Call Flows can only route to a destination number in the country selected at the top of the call flow, or a US/Canada number.

    1. Choose the company whose call flow you’d like to assign to a tracking number.


    2. Click Numbers at the top of the page.


    3. Select your Active Numbers from the left menu.


    4. Choose the call flow you’d like to assign to a tracking number in the Destination column. Select the call flow from the drop down that you’d like to assign to that destination number.


    5. Click Save and update call flow on the prompt.


Video Tutorial

Use this video tutorial as a guide to creating a fallback Dial step.

Have more questions? Submit a request


Need additional help? Ask our Community!