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Call Routing and Destinations

Each phone number has a Call Destination setting that determines how incoming calls are handled. You can route calls to an AI agent for automated conversations, ring the built-in web phone for a human team member, or forward to an external number.

Video Walkthrough

Watch: How To Setup Phone Numbers, Call Routing & the Built-In Web Phone - 1:27–2:04

Call Destination Options​

Call Destination Options-Web Phone

Call Destination Options-External Forwarding

Call Destination Options-AI Agent

Call Destination 1

Web Phone​

Incoming calls ring in the built-in browser phone. A team member answers and handles the conversation directly. This is ideal for sales calls, support lines, or any scenario where a human needs to be on the line.

AI Agent​

Calls are answered automatically by the AI agent you select. The agent handles the entire conversation using its configured workflow and system prompt - no human intervention required. This is the primary mode for automated appointment booking, lead qualification, customer service, and other voice agent use cases.

External Forwarding​

Forward incoming calls to an external phone number. Use this to route calls to a mobile phone, landline, or another phone system outside of .

Switching Destinations​

Switching Destinations- Phone My Numbers.

You can change the call destination at any time:

  1. Go to Phone > My Numbers.
  2. Click the Edit icon on the number you want to update.

Edit

  1. Select a new Call Destination.
  2. Save your changes.

Save

The new routing takes effect immediately for all subsequent incoming calls.

Next Steps​

  • Agent Channels - Connect phone numbers and other channels to your AI agents
  • Web Phone - Set up the built-in browser phone for handling calls