What is a Mainline?
A Mainline is a shared phone number that multiple consultants can use as caller ID and can receive inbound calls on.
Examples include:
A London mainline
A US mainline
A team-wide main business number
If your company has mainlines, you’ll see them at the very top of the Smart Inbox, above your contact list.
How automatic assignment works
Scenario | What TalentLynk does |
Caller has previously spoken with someone in your organisation | Missed call/voicemail is auto-assigned to that consultant |
Brand-new caller | The item appears in the Mainline Inbox as Unassigned |
Why assignment matters
If nobody answers an inbound call to the mainline, TalentLynk creates a missed-call or voicemail item.
Consultants can assign these to themselves
Managers can assign these to anyone in their Team
Admins can assign these to anyone in the organisation
Assigning these ensures:
The right consultant follows up
Everyone else knows the item is being handled
No caller is forgotten
Working from the Mainline Inbox
When you click a mainline at the top of your Smart Inbox, you’ll see:
▶️ Voicemail playback
Missed calls with voicemails include an audio recording you can play back instantly.
👤 Assigning a missed call:
To yourself, or
To a teammate who should follow up
Once assigned:
The call thread moves into that consultant’s Smart Inbox
In the Mainline Inbox, the call now shows as Assigned
Quick Tips
Pick up unassigned items quickly — fast callbacks build trust.
If you have access to multiple mainlines, check each inbox daily.
Admins: regularly monitor ageing items and reassign as needed.
Unassigned items disappear after 14 days
The “last interaction” rule considers all channels (calls, SMS, WhatsApp, email) for assignment history
You'll receive a notification in your Smart Inbox when an item is assigned to you.
For Consultants & Managers
Open Smart Inbox
Assigned items appear as unread.Check the Mainline Inbox
Filter to Unassigned to pick up new items
Switch to Assigned for a full audit trail
Assign the item
Click Assign to me or assign to a teammate
The thread moves into your personal inbox
Follow up
Call back the missed caller
Listen to the voicemail
Continue the conversation as normal
Admins can assign to any consultant, ideal for:
Holiday cover
Load balancing
Clearing aged items