A phone routing rule decides what happens when a customer calls. Same engine as chat routing, with phone-specific actions.
Common patterns
Press 1 for sales, 2 for support (IVR). Route US callers to US agents, EU callers to EU agents. Route VIP callers to a dedicated number. Route after-hours calls to voicemail or to the on-call rotation.
AI greeting on hold
Configure the AI to engage callers who choose to hold. The AI grounds itself in your KB, speaks in a natural voice, and offers to text the answer if the caller still wants the human. See /help-center/ai/wait-time-concierge.