Call routing

Decide where incoming calls to each number go, how long they ring, and what happens when nobody answers.

Routing destinations

Open Settings → Phone numbers, select the number, and pick a destination on the Call routing tab:

• Voicemail — send callers straight to voicemail.

• Account owner — ring you.

• Team member — ring a specific teammate.

• Team — ring a group of teammates.

• AI Voice Agent — let your AI Receptionist answer.

• External number — forward to an outside phone number.

Only workspace admins can change routing.

Ring timeout and retries

On the number's deeper settings page (Manage settings), set how long each ring attempt lasts and how many times it retries before the call falls through to the fallback — typically voicemail. A shorter timeout gets callers to a message faster; a longer one gives your team more time to answer.

Prefer an AI Receptionist over a phone menu

Instead of making callers press buttons, route the number to your AI Receptionist — it answers in natural language, screens and routes calls, and takes messages. It's the modern switchboard: faster answers for callers, fewer manual transfers for your team, and call analytics in Analytics.

For advanced setups, an IVR menu destination is also available — contact support and we'll help you configure it.

Tips

• Give every number a fallback — voicemail or the AI Receptionist, so no call is lost (see Voicemail).

• Set hold music and a connect greeting on the number so waiting callers stay engaged (see Manage a number).

• Review Analytics regularly — check how calls are routed and answered, and adjust as needed.

Need help?

Email [email protected] or ask Ask LimeAI in your dashboard.