Run a proper call centre without buying a call centre
A phone menu, queues for each team, ring groups, and Molly to catch the overflow. Your agents answer the business number from the Line app or a browser, wherever they sit. Every call goes in the call log, and every follow-up goes to a named person in one shared inbox.
From £4 a month. Pay only for the calls and texts you use. No minimum term.
5 people
on the phones to answer 87% of calls within 20 seconds
- Average wait
- 17 sec
- Time on calls
- 53%
- Call load
- 2.7 Erlangs
One person fewer and callers wait longer. Send the overflow to Molly or a call-back text instead of hold music.
Hi Sam, it's Castle Broadband. Sorry for the wait. Priya from our team will call you back at 11:30 today. Reply here if another time suits you better.
Quick answers
- Can a small team run a call centre on Line?
- Yes. Build the call flow in the workflow builder: a phone menu, a queue per team, ring groups, and an overflow. Agents answer from the Line app on their mobile or from a browser. No desk phones, no on-site switchboard.
- What happens when every agent is busy?
- The caller waits in the queue. When nobody is free, the call moves on to Molly, voicemail, or a missed-call text. You choose the order and the point at which it moves.
- How much does it cost?
- Plans start at £4 a month with a UK number included. Calls, texts, and Molly's minutes are charged per use. No setup fee and no minimum term.
The parts of a contact centre a 5 to 50 seat team uses
Most inbound teams need the caller in the right queue, a fast answer, and a clear owner for the follow-up. Line gives you those without a project.
A menu that sorts callers
Press 1 for sales, 2 for billing, 0 for anyone. Each option goes to its own queue or ring group, with its own hours.
Ring groups by team
Ring the whole team at once or one agent after another. Agents answer on the app or in a browser, at the office or at home.
Queues with a way out
Callers hear your message while they wait. A team-availability check moves them on when nobody is free, so no call rings forever.
Molly takes the overflow
When the queue is full, Molly answers from your knowledge, takes the details, and books a call back with the right team.
Follow-ups with an owner
The call-back, the text, and the email sit in the customer's thread, assigned to one person, with internal notes the customer never sees.
A score on every call
A post-call survey asks the caller to rate the call from 1 to 5 on the keypad. The rating sits on the call in the log.
Set up in an afternoon
No engineer, no hardware, no contract. Three steps from sign-up to your first call.
- 1
Draw the call flow
Start from a template in the workflow builder. Add the phone menu, a queue for each team, and the ring groups behind them.
- 2
Add your agents
Invite each agent. They sign in on the iOS or Android app or in a browser, and you put them into their team's ring group.
- 3
Set the overflow
Choose what happens after the queue: Molly, voicemail, or a missed-call text. Add the post-call survey as the last step.
- Caller pressed 2 for billing · 3 ahead in the queueMon 09:04
Overflow rule
No billing agent free after 2 minutes. Call passed to Molly.
Hi, you're through to Castle Broadband. I'm Molly. The billing team are all on calls. Can I take the details and book you a call back?
Molly, AI receptionistMy direct debit came out twice this month.
Sorry about that. What's the postcode on the account? Priya in billing can call you back before 11.
Molly, AI receptionistM14 5RT. Before 11 is fine.
Shared inbox
Assigned to Priya with the transcript. Call-back time texted to the customer.
A Monday morning on the support line
Peaks, overflows, and the follow-ups they leave behind. Here is what Line does with each.
| When this happens | Line does this | So you get |
|---|---|---|
| Twelve calls arrive in five minutes at 9am | Callers choose billing, faults, or sales from the menu and join that team's queue. | Each team works its own queue. Nobody transfers a call they should never have taken. |
| Nobody in billing is free for two minutes | The availability check sends the next caller to Molly, who takes the account details and the problem. | The caller gets a call-back time instead of more hold music. |
| An agent promised a call back, then went home sick | The thread is assigned in the shared inbox, so a team lead reassigns it with the notes and transcript attached. | The customer gets the call back they were promised. |
| A caller rates the call 1 out of 5 | The rating sits on the call in the call log, beside the agent who took it. | The team lead rings the customer back the same day. |
| A fault is reported at 7pm, after the team has gone | A time rule sends out-of-hours calls to Molly. She logs the fault and texts the customer that the morning shift has it. | The morning starts with a list, not a voicemail box. |
An office phone system, enterprise software, or Line
Three ways a small team runs an inbound line. What each one gives the caller and the agent.
| Office phone system | Enterprise contact-centre software | Line | |
|---|---|---|---|
| Phone menu and queues | A hunt group, often with no queue | Yes, set up by a specialist | Yes, drawn in the workflow builder |
| When every agent is busy | Rings out or goes to voicemail | The caller holds until someone is free | Queue, then Molly, voicemail, or a missed-call text |
| Where agents work | At the desk phone | A softphone on a work computer | The mobile app or a browser, on the business number |
| Texts, WhatsApp, and email | Separate tools | Often an extra module | The same inbox as the calls, one thread per customer |
| Caller feedback | None | A survey module | Post-call survey, rating stored on the call |
| Setup | An engineer visit and hardware | Weeks of project work | Minutes, from the dashboard |
| Commitment | Often a multi-year lease | Usually an annual licence per seat | Monthly, no minimum term |
Worth knowing
Questions people ask
Straight answers on setup, limits, and what it costs.
Related
Call routing
Menus, time rules, and ring groups for every kind of caller.
Customer service
Calls, texts, WhatsApp, Web Chat, and email in one inbox.
Workflow builder
Draw the call flow: menu, queue, overflow, and survey.
Meet Molly
The AI receptionist who takes your overflow calls.
Last reviewed . Sources: Ofcom, Your landline is going digital.
Never miss another customer
Pick a UK number, add your team, and choose what happens when you can't answer. Live in minutes, on the phone already in your pocket.