Hold & Switch

The multi-line dialer rings several people at once. The first to answer is yours; anyone else who picks up hears a short greeting and waits on hold until you press Switch now.

Overview

A multi-line session dials up to four lines at the same time, each to a different phone number, working through the next contacts in your queue. Most of the time only one person answers and the call connects to you. When a second person answers while you are already talking, the dialer does not hang up on them. It plays a greeting in your business name, puts them on hold, and shows a timer on their line so you can take them next.

What the second caller hears

The moment a second line is answered, the caller hears:

"Hi, this is your business name. Please hold for just a moment, we'll be right with you."

Then hold begins. Their line tile shows On hold with a running timer out of 1:00.

What you see and do

Press Switch now when you are ready. Your current call ends, the person on hold is connected, and the line they were on goes back to work.

When you do not switch in time

Hold is capped at about a minute. If you have not switched by then, the caller hears a short message saying you will call them back, their line drops, and the contact is put back in the queue so the dialer tries them again. The line tile explains what happened in plain words, for example:

• "They waited on hold too long — told we'll call back."
• "They hung up while on hold — we'll call them again."
• "You answered another line — we'll call them again next."
• "This number is disconnected — we won't call it again."

Nobody who answered is lost: every one of these cases is either re-queued or marked so you do not dial a dead number twice.

Other controls that work alongside hold

• Pause / Resume — stops new dials while your microphone stays live on the current call.
• Hang up all ringing — drops every line that is still ringing, leaving your connected call and anyone on hold alone.
• Per-line caller ID — each line shows the number it dialed from. Rotating across your numbers keeps any one caller ID off a carrier's spam list.

See Dialer Controls for the full control panel.

Recording, transcripts and summaries

Multi-line calls are not recorded by default. Turn on Record my calls under Settings → Account → Calls and every connected call is recorded, transcribed and summarized onto the contact once you log the outcome. Recordings are kept 30 days on paid plans and 7 days on the free trial. The switch opens a short consent notice, because recording rules vary by state and the responsibility for consent is yours.

Tips & Best Practices

• Wrap up fast when a tile goes On hold. A minute is plenty to close a conversation politely; the timer tells you how much of it is left.
• Log the outcome before you switch. Outcomes and notes land on the contact you were just talking to, and the dialer moves on cleanly.
• Keep the greeting honest. The hold message says "we'll be right with you", so do not run four lines if you can only handle one conversation at a time — drop to two or three lines instead.