The Lines and Test routing sections of an inbox's settings show where the inbox's calls come from and who a call would ring right now. Use them to check an inbox before it goes live, or when a call didn't ring the person you expected.

To open them, go to Inboxes, click the inbox, then click Lines or Test routing.

Lines lists the lines that send their calls and texts to this inbox. Each row shows the line's name and ID, and under How it connects, how it reaches the inbox, for example Routes here. Use Search lines to find a line.

Lines that reach this inbox through an IVR or a dead-end line, as its fallback inbox, also appear here, labelled so you can tell them apart from lines routed directly.

Lines are connected to an inbox in each line's own settings, not here. When no line reaches the inbox, the section shows "No lines reach this inbox" and a Go to Lines button.

See Lines: Routing and IVR settings for every routing option.

Test routing shows Who a call would ring now. The test lists each layer and, for each user, their Status and whether they Can take a call. The top of the panel shows how many users can take a call now and when the test ran (Tested at).

Click Run again to repeat the test.

The test doesn't look at who owns the contact or the conversation, so it doesn't reflect Repeat callers routing to an owner or last agent.