Who picks up when a caller asks for a person

Understand how a call is handed from your AI agent to a person, and check for each line who would ring right now.

Where to find it

Help desk › Tickets › Right now

Open “Tickets” under Help desk and scroll to “Right now”.
For each line read “Your AI agent answers”, “Business hours” (“Open now”, “Closed”, “Not set”) and “Put through now”.
“Rings at once” lists every member and number that would ring, each marked “In the browser”, “By phone” or “Cannot be reached now”, and how many seconds they ring.
A note under the line name says why a call would not be put through now.
To change who is chosen, press “Manage who to put through” (managers).

“Nobody is chosen yet, so a caller who asks for a person stays with your AI agent, which says nobody can come to the phone right now.”

Choose who to put through in the line's settings.

“It is outside business hours, so your AI agent says nobody can come to the phone right now and keeps helping.”

Calls are put through only during business hours.

“Everyone chosen is out of reach right now (no browser connected and no phone number that can be dialled), so the caller stays with your AI agent.”

Have a chosen member open the browser phone, or add a phone number that can be dialled.

“This line’s AI agent is not answering, so calls go straight to people and nobody is handed over. Switch the agent on in the line’s settings.”

With the agent off, calls ring your team directly.

The first to answer takes the call. If nobody answers, the caller can leave a message, and the call is in the call log.

Everyone chosen rings at once; there is no shift rotation, priority, tag or team routing.