Oct 27, 2026
Your call routing is now built from routing modes — named setups like Day, After hours, Holiday, or Sold out — that switch on a weekly schedule or with one click. Open any line's Settings → Routing to see it.
Nothing changed for your callers. Your existing greeting, menu, ring order and voicemail became a locked Default mode, step for step, and that's what runs until you add more. We checked every line before and after.
A mode is a flow of steps, in the order a caller hears them: a greeting, a calling tree, a ring order (who rings, in waves), the AI receptionist, and voicemail. Reorder them, repeat them, and see the total runtime for the flow at the top of the page.
Weekly schedule. Add rules like "After hours, Monday–Friday, 8 PM to 7 AM" and "After hours all weekend". Any time no rule covers runs the Default. Coming up shows the next seven days of switches, and the switch happens on its own — no reload, no one at a desk.
Turn on by hand. Sold out tonight? Open the mode and press Turn on. It runs until you turn it off or the schedule next switches to a different mode. The Live pill in the line's header, the sidebar and the line's card always says which mode is live.
Caller filters. The first step of a mode can treat some callers differently: in-house guests, today's arrivals or departures, saved contacts, or unknown numbers. Send them down their own steps — in-house guests straight to the front desk, unknown numbers to the AI — or hand them to another mode. Guest filters need your PMS connected.
Ring orders, calling trees and recordings now live in one shared Library for your whole organization. Build "Front desk" once and use it on every line and in every mode; edit it in one place and every mode follows (we ask first, and offer to make a copy for just one mode instead). Recordings are marked for one use — greeting, menu, or voicemail — so each picker shows only what fits. Anything in use can't be deleted by accident.
A menu now has up to 12 keys (0–9, and #). A key can ring a ring order, open another menu (up to three deep), go to voicemail, repeat the menu, continue to the next step, or forward to another of your lines or an outside number. A forward nobody answers comes back and carries on instead of going silent. Menus play at most three times, then move on. To offer "press 2 for our assistant", set the key to Continue* and put the AI step right after the menu.
Text alerts go to the people in the live mode. Switch from the day team to the night team and the ding switches with it. A mode that rings no one in the app — desk phones only, say — sends no sound or push; the message still lands in the inbox.
Handled by. Every incoming call in history now says which mode took it, which filter or hand-off applied, and which ring order it reached — and whether that mode was on by schedule or by hand.
Recording notice per mode. A mode whose own greeting already says calls are recorded can skip the standard notice.
The Audio & Greetings tab is gone — recordings live in the Library. Call recording, spam screening, your ringback tone and your emergency address now sit on each line's General tab. There's no separate "time before voicemail" any more: a call rings for as long as the ring order's waves add up to, then rolls to voicemail.
A caller who's blocked as spam goes straight to the live mode's voicemail step; if the mode has none, the call is hung up — the General tab tells you which modes that applies to.