You can route calls to the AI Agent in three ways: send a whole phone number to the agent, add an AI Agent extension, or use the agent as fallback when your team does not answer.
Route a new phone number to the AI Agent
Open Settings > Phone.
Select Provision New Number.
Search by area code and choose a number.
On the configuration step, set Routing Type to Forward to AI Agent.
Optional: choose a Pipeline and Lead Source so new lead follow-ups are created in the right place.
Optional: add connected users and a nickname for the number.
Select Provision Number.
Route an existing number to the AI Agent
Open Settings > Phone.
Expand the phone number.
Set Routing Type to Forward to AI Agent.
Confirm the pipeline, lead source, connected users, and phone hours.
Select Save.
Voice and knowledge settings for this line come from Settings > AI Agent.
Route an extension to the AI Agent
If the number uses an IVR menu, you can add an extension whose action is AI Agent. When callers press that extension, the call goes directly to the agent.
Forward unanswered calls to the AI Agent
For ring group call handling, turn on Forward unanswered calls to AI Agent. This option requires at least one AI Agent phone line. When no one answers, the call forwards to the AI Agent instead of voicemail.
Phone hours, IVR settings, voicemail settings, and routing rules still affect how calls move through the phone number. Review those settings before going live.