How to Configure Call Routing

Control how incoming calls are handled: ring your phone first, go straight to AI, use menus, or route by time of day.

Routing Modes

KaiCalls supports 5 call routing modes. Choose the one that fits your business.

1. AI-Only (Direct)

Calls go straight to the AI agent. No ringing, no waiting — Kai answers immediately.

Best for: high-volume businesses, after-hours coverage, businesses that want every call answered by AI.

2. Ring-First

Calls ring your cell phone (or any number) first. If you don't answer within a set number of rings, Kai picks up.

Best for: businesses that prefer to answer personally but want AI backup.

Ring-first number: Your cell or office number.

Ring duration: How many seconds to ring before AI takes over (default 15–20 seconds).

Voicemail detection: If enabled, Kai won't take over if your voicemail picks up.

3. IVR Menu

Callers hear a menu ("Press 1 for Sales…"). See How to Set Up Phone Menus for details.

4. Voicemail-Only

Calls go directly to voicemail. Kai records the message and sends you a transcript.

Best for: lines where you only want messages, not live conversations.

5. Time-Based Routing

Different routing rules at different times. Example: Ring-first during business hours (9 am–5 pm), AI-only after hours and weekends.

Best for: businesses with set operating hours.

Setting Up Routing

  1. Go to Dashboard > Phone System > Phone Numbers.
  2. Click Configure next to the number you want to set up.
  3. Choose a routing mode from the options above.
  4. Fill in the settings for that mode.
  5. Select a Fallback Agent (required for all modes).
  6. Click Save Changes.

Ring-First Setup (Most Popular)

  1. Choose "Ring-First" routing.
  2. Enter your cell phone number in the "Ring-first number" field.
  3. Set the ring duration (15–20 seconds recommended).
  4. Choose your fallback agent — this is who answers if you don't pick up.
  5. Save.

What happens when a call comes in:

  • Your phone rings for the set duration.
  • If you answer → you talk to the caller directly.
  • If you don't answer → Kai picks up and handles the call.
  • After the call, you get a text with the lead details and summary.

Time-Based Setup

  1. Choose "Time-Based" routing.
  2. Set your business hours (e.g., Mon–Fri 9 am–5 pm).
  3. Choose routing for "During Hours" (e.g., Ring-First).
  4. Choose routing for "After Hours" (e.g., AI-Only).
  5. Optionally set holiday schedules.
  6. Save.

Tips

  • 1.Start with Ring-First if you are unsure — it lets you answer when available and AI handles the rest.
  • 2.Set ring duration to 15–20 seconds — enough time to reach your phone without making callers wait too long.
  • 3.You can change routing modes anytime without losing your phone number or agent configuration.
    How to Configure Call Routing | KaiCalls Help