Choose a path
Six ways an inbound call can begin.
Pick the mode that matches how your business actually answers. Time-based routing can use different choices during and after business hours.
1. AI-only
Calls go directly to the selected AI agent.
2. Ring-first
Your cell or office number rings first. Kai answers when the configured ring window ends without an answer.
3. IVR menu
Callers choose a menu option before routing. See Phone Menus.
4. Voicemail-only
Calls go to voicemail for a recorded message and transcript instead of a live conversation.
5. Time-based
Use different routing during business hours, after hours, weekends, or configured holidays.
6. Screen calls first
Kai collects the caller and reason for the call before deciding whether an approved transfer should be attempted.
Dashboard setup
Configure the number, its primary route, and its fallback.
- 1
Open the phone number
Go to Dashboard → Phone System → Phone Numbers → Edit Call Routing for the assigned number. - 2
Choose a routing mode
Select the mode that should handle inbound calls to this number. - 3
Complete that mode's settings
Add the ring-first destination, schedule, menu, voicemail, or agent required by the route you selected. - 4
Choose a fallback agent
Set the agent that should answer when the primary route reaches its configured fallback. - 5
Save and test
Save the number, then place real inbound calls that exercise both the primary path and fallback.
Popular setup
Ring your phone first, then let Kai cover the miss.
Ring-first is useful when you want the chance to answer personally without sending an unanswered caller to a dead end.
Configuration
Enter the cell or office destination, set the ring duration, choose the fallback agent, and save the number.
Call behavior
If you answer during the ring window, you take the call. If you do not, the configured fallback agent answers. A missed-call SMS is sent only when that notification is configured and eligible.
Human handoff
Screen the caller, then use a warm or blind transfer.
An agent can collect the reason for the call and route an eligible conversation to a destination configured for your team.
Warm transfer
Kai contacts the destination first and provides context before connecting the caller when that transfer flow is configured.
Blind transfer
Kai sends the caller directly to the configured destination without a private introduction.
Where to configure the transfer
Go to Agents → Edit → 2. Actions → Transfer Calls To A Person, configure the approved destination and transfer behavior, then choose Save Agent.
Transfer availability depends on the agent, route, provider, and destination configuration. KaiCalls transfers to your team or chosen destination; it is not a KaiCalls-staffed live-human answering service.
Real-call proof
Test every path from an outside phone.
A saved route proves configuration, not carrier behavior. Exercise the number exactly as a caller will use it.
- Place an inbound call and confirm the correct number and business answer.
- For ring-first, answer one call and let another reach the fallback agent.
- For time-based routing, test both an in-hours path and the configured after-hours path.
- For transfers, test every approved destination plus no-answer or failed-transfer fallback.
- Review the resulting call record, transcript, notification, and lead under the correct business.
Troubleshooting
When the call takes the wrong path
Kai never receives the missed call
Confirm the assigned number's saved route, ring window, and fallback agent, then retest from an outside phone.
The schedule is wrong
Check the business timezone, operating hours, weekend rules, and any holiday schedule attached to time-based routing.
A transfer does not connect
Verify the exact destination, provider availability, transfer type, and no-answer fallback before retrying.
The call lands under the wrong business
Stop customer traffic and verify the number-to-business and agent assignment before changing the route again.