Phone lines
See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.
Where to find it
Settings › Phone lines (Easy mode: Essentials › Phone lines)
Open this screen
Steps
- Open Settings › Phone lines in the sidebar.
- Under Lines, read each line's status: Your AI agent answers, Switched on, but not ready or Your AI agent makes calls. The grey line under it names the first thing still missing.
- To find a line, type part of its name or number in the search box above the list. Spaces, dashes and brackets in a number do not matter. If nothing fits, it says No lines match.
- Press Settings on a line to open Line settings: its number, its AI agent switch, the main language for calls, business hours, who to put through, transfer targets, the monitoring notice and the tests.
- Each line shows the agent connected to it (Agent: …), or No agent connected. To test one line, type a test number in the box next to its Settings button and press Test, check the number in “Call …?” and press Yes, call this number. The call comes from that line's own number and is answered by exactly that agent; test each line the same way, one by one.
- Use the Phone numbers card on this page to choose which line each of your numbers rings.
- Use AI voices to choose the voice your AI agent speaks with on calls.
- At the bottom, Call scripts shows ready-made call scripts as Text or Diagram.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Lines | One row per inbound line of your organisation, with its number, its status and a Settings button. | — |
| Knowledge base (chatapp) | Links an AI-SNS Chat App agent whose knowledge base answers your calls (optional). | Not linked |
| Phone numbers | Every number connected to your organisation and the line it rings. | — |
| AI voices | Opens the voice settings for your AI agent. | — |
| Call scripts | Ready-made call scripts to read, copy into your own scripts or use as call outcomes. | — |
Troubleshooting
It says "No inbound queue yet. Create one under Queues & SLA first."
Your organisation has no phone line yet. Add one with New phone line at the top of Setup wizard step 1.
A line says Switched on, but not ready.
The AI agent is switched on but something it needs is missing, so calls ring your team. Open the line's Settings; the list under Your AI agent on this line says what to fix.
The Test button on a line is greyed out, and the line says No agent connected.
No agent is connected to that line, so it is never tested with another agent. Connect an agent in the line's Settings first, then come back to the list.
Tips
- Only owners, administrators and managers can change line settings; everyone else can read them.
- Lines are created as inbound queues; the same line also appears under Queues & SLA.
- Test outbound readiness (under the test call) checks, without dialing anyone, what an AI call from this line needs: the number at the carrier, the caller ID, the public address, the AI agent, its knowledge base and voice, the opening AI disclosure and the calling rules. Each failed check says how to fix it.
- The page address keeps your search, so a copied link opens the list already filtered.
Good to know
- A line answers calls only once a phone number is routed to it.
Related how-tos
- Check whether your AI agent answers a line Know at a glance which lines your AI agent answers, which ring your team, and what is still missing.
- Add and manage phone lines (main and sub lines) Add your phone lines in one place, give each a name and a phone number on your account, and choose the main line that calls go out from.
- Choose which phone number a line answers Connect one of your organisation's phone numbers to a line so calls to that number reach it.
- Switch your AI agent on for a line Have your organisation's own AI agent answer calls to a line and hold the conversation.
- Set a line's business hours Set when a caller who asks for a person can be put through; outside these hours your AI agent says nobody can come to the phone and keeps helping.
- Choose who callers are put through to Decide who rings when a caller asks your AI agent for a person during business hours.
- Set transfer targets for a line List the people and numbers the AI puts callers through to, with their own hours, and whether the person hears who is calling first.
- Set the language calls start in Choose the language your AI agent greets callers in on a line.
- Tell callers a call may be recorded and monitored Choose whether callers on a line first hear that the call may be recorded and monitored.
- Talk to your line on screen Have a conversation with your line's AI agent in the browser, on the same engine as a real call, without dialling anything.
- Hear your line on a real phone Have your line ring your own phone and answer it the way a caller is answered, or call the line from any phone.
- Use the ready-made call scripts Read a ready-made call script as text or a diagram, copy it into your own scripts, or add its result codes as call outcomes.
- Link an AI-SNS Chat App agent to your calls Have the knowledge base of an agent you already run in the AI-SNS Chat App answer your calls.
- Phone line problems and what they mean Understand each message a line can show about why the AI agent cannot answer or why real calls do not reach it, and fix it.
- Phone numbers See the phone numbers connected to your organisation, request a new one, route each number to a line, and check call quality.
- Routing rules Decide who is answered first, which queue a call lands in by the caller's area, and see what waiting callers are offered.
- Have your AI agent call a number Have your organisation's AI agent ring a number on a line and talk with whoever answers, toward a goal you give it.
- Choose which AI agent answers each line When you have more than one AI agent, pick the one that answers each phone line.