Team Routing: answer groups and the desktop app

Team Routing is where you control WHO rings when calls come in. You create Call Groups — named sets of owners, admins, and dispatchers, like "After Hours Team" — and point a Ring Group node in your call flow at a group so only its members ring. Each group expands to show every member's live status, so you can see at a glance who would actually pick up right now.

Before you start

• You need an owner or admin login to create or edit groups.
• Group members must be owners, admins, or dispatchers — see add a dispatcher or admin. Technicians don't take inbound calls.

Step 1 — Create a Call Group

1. Open Phone System in the left sidebar, then the Team Routing tab.
2. In the Call Groups card, click Create Group.
3. Enter a Group Name (the field suggests "e.g. After Hours Team") and check each member under Select Members.
4. Click Save Group. You need a name and at least one member — the form tells you ("Group name is required" / "Select at least one member") if either is missing.

Step 2 — Point a call flow at the group

Groups do nothing on their own — a call flow decides when they ring:

1. Open your flow in Phone System → Call Flows and click your Ring Group node.
2. In the Call Group dropdown, pick your group (the default is "All team members (default)").
3. Publish the flow. Calls reaching that node now ring ONLY the group's members — pair it with a Business Hours node to ring different groups day and night.

Step 3 — Check who's live

Click any group row to expand it (the row hints "show live status"). Every member appears with a live badge:

• "Available" — online and ready to ring.
• "Ringing" — being rung right now.
• "On call" — talking; they won't ring for a new call.
• "Offline" — will not ring.

Live members float to the top. Members flip themselves online/offline from their own app — being in a group doesn't force anyone's phone on.

Where the ring actually lands

A ringing member's live Dispatch Bros sessions all ring — with one deliberate priority rule:

• Desktop app running? Only the desktop app rings; their browser tabs stay quiet. The desktop app pops to the front on an incoming call, so a dispatcher deep in another program never misses the ring — see install the desktop app.
• Desktop app closed? Their browser tabs take the ring back instantly.
• iPhone app — always rings, alongside everything else.

The first person to answer anywhere takes the call and every other device stops ringing.

Step 4 — Edit or delete a group

Owners and admins see a pencil and trash icon on each group row. The edit form (Edit Call Group) lets you rename and re-check members — current members sort to the top — then Save Changes. Deleting a group removes it immediately; update any Ring Group node that pointed at it, or that node falls back to ringing all team members.

Troubleshooting

• A whole group never rings — expand it and check the badges. If everyone shows "Offline", calls pass straight through the Ring Group node to its no-answer path (usually voicemail).
• The Create Group button is missing — you're signed in as a dispatcher. Only owners and admins manage groups.
• A new hire isn't ringing with the group — being on the team isn't enough; edit the group and check their name, then Save Changes.
• Calls ring the whole company instead of the group — the Ring Group node in your flow is still on "All team members (default)", or the flow with the group scope was never published. Check the node's Call Group dropdown and the flow's publish state.