Call Handling
How routing works
Show how number setup, workspace state, and mode selection affect what happens when someone calls.
Last updated: 2026-03-27
Overview
When someone calls your Tideflow number, the system decides how to handle the call based on three factors: your number setup, your workspace state, and your selected call mode. This page explains how those factors interact so you can predict and control what callers experience.
Step 1: How the call arrives
Calls reach Tideflow in one of two ways, depending on how you set up your number:
- Forwarded calls— You kept your existing number and set up call forwarding. The call passes through your carrier to your Tideflow number.
- Direct calls— You are using a Tideflow-provisioned number. Callers dial it directly with no forwarding step.
Both paths lead to the same handling logic. The only difference is that forwarded calls may have a short delay from the carrier before Tideflow picks up.
Step 2: Workspace state check
Before deciding how to handle the call, Tideflow checks your workspace state:
- Active workspace with valid subscription— The call is handled according to your selected mode (AI receptionist or voicemail).
- Inactive or expired subscription— Tideflow falls back to voicemail mode to ensure callers still get a response, even if the full AI receptionist is not available.
Step 3: Call mode
If your workspace is active, Tideflow uses the mode you selected in your settings:
| Mode | What the caller experiences |
|---|---|
| AI receptionist | Conversational greeting, guided question flow, structured capture |
| Voicemail | Professional greeting followed by message recording |
Routing decision summary
| Number setup | Workspace state | Mode setting | Result |
|---|---|---|---|
| Forwarded or direct | Active | AI receptionist | AI picks up and guides the caller |
| Forwarded or direct | Active | Voicemail | Voicemail greeting and recording |
| Forwarded or direct | Inactive / expired | Any | Voicemail fallback |
Common questions
Can I have different modes for different times of day?
Not currently. Your workspace uses one mode at a time. You can switch modes manually from your settings whenever you want.
What happens if Tideflow cannot reach the AI?
If the AI receptionist is temporarily unavailable, Tideflow falls back to voicemail mode automatically. Callers still get a response and their message is captured.
Does forwarding add a delay?
Yes. Carrier-level forwarding adds a few seconds before Tideflow picks up. Direct calls (using a Tideflow number) do not have this delay. See keep your number or use a Tideflow number for the trade-offs.