How to set up your call menu

What the call menu does

Your team line can answer with a short menu: callers hear your greeting, then press a number for the person they want. Each number rings that person’s own phone. Nobody has to pick up and pass the call along.

The menu is built in one place, Split incoming calls in Call settings, and everything there saves as you go. The same menu is on the phone app under Team line — see the mobile app tutorial.

Step by step

1. 1

   Open the Calls tab

   In the left rail, open Customers, then Conversations, and pick the Calls tab at the top — or go straight to the Calls tab.
   TextsEmailCalls

   Call log

   Filter
2. 2

   Open Call settings

   Press the gear beside Filter and +. Point at it and it says Call settings. The settings open on the right, or from the bottom on a phone.
   Call settings

   Consent disclosureSave

   Split incoming calls
3. 3

   Write the greeting

   Under Split incoming calls, type what callers hear first in the Greeting box, up to 200 characters — for example, Thanks for calling Ridgeline Roofing. Leave the numbers out: the menu reads each option after the greeting by itself. It saves when you click away from the box, and Greeting saved pops up.
   Greeting37/200

   Thanks for calling Ridgeline Roofing.

   Greeting saved
4. 4

   Add the person for 1

   Press Add a person and pick them from your team. The first person you add is option 1.
   1Zjanice

   Press 1 forZjanice

   Add a person
5. 5

   Add the person for 2

   Press Add a person again for option 2. A menu holds up to nine people, one per number. The × on a row takes that person off.
   1Zjanice

   Press 1 forZjanice

   2Khari

   Press 2 forKhari

   Add a person
6. 6

   Say what each number is for

   Each row has a Press 1 for box (Press 2 for on the next). Type a role there — sales, scheduling — up to 40 characters, and callers hear that instead of the name. Leave it empty and they hear the person’s name.
   1Zjanice

   Press 1 forsales

   2Khari

   Press 2 forKhari

   Add a person
7. 7

   Read what callers hear

   What callers hear, at the bottom, is the menu word for word, in the order it is said. There is nothing else to save. The Save button further up stays grey because it belongs to the consent notice: it only lights up when you record or upload your own.
   What callers hear

   “Thanks for calling Ridgeline Roofing.”

   “Press 1 for sales. Press 2 for Khari. Or stay on the line.”

   No press rings the default phone. If the person doesn’t pick up in 23 seconds, the assistant takes a message.

   Shows only when someone on the menu has no personal phone.

What callers get

A caller dials the team line shown at the top of the panel. First they hear the short consent notice, then your greeting and the options. No press rings the default phone. The default phone is the Admin number in Settings › Business. If the person doesn’t pick up in 23 seconds, the assistant takes a message. They and you are both told.

Before you test

Everyone on the menu has to be on your team with a personal phone on their profile, because that is the number their option rings. If someone has none, the panel says so in a bronze note, and callers don’t hear that option until the person adds one in Settings › Profile.

Then call the team line from another phone, press 1, and check that the first person’s phone rings. Do the same with 2.