Each phone number has its own call settings, in Settings → Phone & texting on the number. An incoming call goes:
- Open? The business's hours, in its time zone (Mon–Fri 9–5 until you change them). You can turn hours off for a number, so it's always open.
- Open: an optional menu, then ring these people.
- Nobody answers, or closed: voicemail.
Assigned to: one person or a group
At the top of a number's call settings, choose who the number belongs to:
- One team member: the number rings only them, in the app, on their phone, or both, for the time you set. If they don't answer, it goes to voicemail. Texts to the number are assigned to them in Conversations (when nobody else has the conversation), and they're the one told about missed calls and voicemails. The menu and the ring list below aren't used.
- A group: the ring list below (everyone at once or one after another), with an optional menu first. This is the default.
The number's row under Calls shows who it's assigned to.
Who rings
Pick team members, and for each one in the browser, on their phone (the mobile number on the Team page), or both. You can also add any phone number, such as the office landline.
- All at once: everyone rings together. The first to pick up gets the call, and the others stop ringing.
- In turn: one person at a time, in your order.
- Ring for: 10 to 60 seconds each (20 by default).
People who ring see the caller's number, so they know who's calling. Someone set to ring in the browser rings only when they're signed in with the business app open.
After hours
Outside the business's hours a call goes straight to voicemail (the default), or rings anyway.
The menu (optional)
"Thanks for calling — press 1 for sales, 2 for service." Each key rings its own people. If the caller presses nothing, or a key that isn't listed, the main ring list rings.
Voicemail
- The greeting: type it (it's read out), or upload a recording (MP3 or WAV). With neither, callers hear "You've reached [business]. We can't take your call right now. Please leave a message after the tone…".
- Up to 30 seconds to 5 minutes (2 minutes by default).
- Every voicemail is transcribed. The transcript shows in the conversation and the call log, and in the "New voicemail" notification.
Call recording
Off by default, per number. When it's on:
- every call plays "This call may be recorded." first, in and out. This can't be switched off while recording is on, because some states need everyone on the call to agree to a recording;
- the recording starts once someone answers, and is played from the call log;
- recordings, voicemails included, are deleted after a year by default. You can choose between 7 days and 10 years in the calling settings;
- recording is charged per minute.
Call transcription (optional, per number) writes down the whole conversation of answered calls. It's charged per minute.