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Overview

The Phone integration lets you provision phone numbers and configure inbound call routing. Incoming calls are routed to agents based on priority and availability, and a support case is automatically created for each call.

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Setup

1

Provision a phone number

Navigate to Settings > Integrations > Phone and provision a new phone number. Select your desired country and area code, then confirm.
2

Configure inbound call routing

Set up how incoming calls are handled:
  • Agent call priority — define the order in which agents receive incoming calls.
  • Ring strategy — sequential rings agents one at a time in priority order; simultaneous rings all available agents at once, first to answer gets the call.
  • Voicemail — configure voicemail for when no agents are available.

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Business Hours

Each agent has a configurable call window that controls when they can receive calls. You can set:
  • Timezone — the agent’s local timezone
  • Per-day schedule — enable/disable specific days with custom start and end times
  • Presets available: “Business hours” (Mon–Fri 9–5) or “All hours”
When a call comes in and all agents are outside their call windows, the call falls through to your configured fallback — either voicemail or call forwarding to backup numbers.

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Voice Recording

All calls are automatically recorded and linked to the corresponding support case. The AI agent can generate call summaries and follow-up actions from recordings.