Phone system
Call routing and phone menus
Choose how calls reach Kai, a phone menu or your team.
Zoom in or scroll to inspect details. Enabled features and results depend on your business setup and connected services.
The workflow · Calls
What happens when a customer calls?
Each business number follows its configured answer mode. Kai can answer directly, cover an unanswered call, or work alongside a menu and your team.
A customer calls your number
Choose the number, business hours and answer mode that apply to this call.
Follow the configured route
Direct AI, ring-first, phone menu, business-hours rules, screening, directory or voicemail determine the next stop.
Reach Kai or the right destination
An unanswered ring-first call reaches Kai. Menus, screening and directory routes use their configured handoff destinations.
A person needs to take over
Transfers use your configured destinations. Test both an answered handoff and the no-answer outcome.
Different hours or voicemail
Open and closed hours can use different agents. Voicemail-only records a message rather than starting a live AI conversation.
What to verify: Test the exact business number from another phone and check which route actually handled the call.
What shapes the experience
Answer mode, business hours, team numbers and menu destinations.
What to know
This diagram shows common answer paths. Your number and destination settings determine the active experience.
Explore connected workflows
Need setup steps or troubleshooting? Browse the written help guides.