Prerequisites
Start with the business, secretary, and number you intend to use.
Selected business
Confirm the business switcher shows the correct business. Calls, numbers, agents, and leads must all belong to the business you selected.
Business knowledge
Add the business name, services, hours, and the facts Kai needs before writing detailed call instructions.
Phone setup
Connect or port a business number and complete any setup items shown in My Phone.
Configure the conversation
Give one secretary a voice, an opening line, and clear instructions.
- 1
Open Your Secretary
Go to Dashboard → Your Secretary and create or open the agent that should answer. - 2
Set the opening experience
Choose the voice and write the first message callers should hear. Keep the business name and reason for the greeting clear. - 3
Write inbound instructions
Describe what Kai should ask, which details to collect, when to transfer, and what it must not promise. - 4
Save, then run the browser test
The editor test uses your microphone to check the greeting and conversation. Fix the prompt or voice before routing real traffic.
A browser-based test call validates the agent conversation. It does not prove that the public phone number reaches that agent.
Connect the public number
Choose how the number should answer and where it goes next.
- 1
Open Call Routing
Go to Dashboard → My Phone → Call Routing and find the intended business number. - 2
Edit Call Routing
Choose Direct AI when Kai should answer every call, or select another routing mode when the team, a menu, or a schedule should come first. - 3
Select the correct secretary
For Direct AI, choose the secretary that should answer. For other modes, complete the primary and fallback fields shown by that mode. - 4
Save the route
Read the route summary before saving. The number card should then describe the same behavior you selected.
Live verification
Call from outside KaiCalls and check the finished call record.
- Call the assigned public number from a phone that is not part of the configured route.
- Confirm the expected first stop answers: Kai, the team, a menu, or the configured schedule path.
- Ask a realistic question and provide test contact details so you can inspect what Kai captured.
- Open Dashboard → Calls and confirm the completed call appears under the correct business and number.
- Review the summary, transcript, recording when enabled, and lead details for accuracy.
- Test the fallback separately when the route includes a team ring, transfer, menu, or schedule.
Troubleshooting
When Kai does not answer as expected
No number is ready to test
Open My Phone and complete the number setup shown there before changing the agent again.
The wrong secretary answers
Open the exact number in Call Routing and compare its selected agent and fallback with the business you are viewing.
The route works, but the conversation is wrong
Edit the secretary’s opening line or inbound instructions, save, and repeat the browser test before another outside call.
The call is missing from Calls
Confirm the dialed number and selected business, refresh Call History, and check Phone System health before placing another test.
Honest limits
The route and the agent prove different things.
Kai is an AI secretary, not a KaiCalls-staffed live receptionist. Routing determines who answers first; transfers and fallbacks require their own configuration and test. A saved agent or successful browser conversation is not proof that the public business number is live. Recording and transcription also depend on your settings, what the phone service returns after the call, and applicable disclosure rules.