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When someone calls your HoopAI phone number, the platform routes the call based on your configuration. You can set up simple direct routing, ring groups, IVR phone trees, and after-hours rules.

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Default routing behavior

By default, inbound calls ring the user assigned to the phone number. If no user is assigned, the call goes to voicemail. The routing priority is:
  1. IVR / phone tree (if configured on the number)
  2. Ring group (if assigned)
  3. Assigned user (direct ring)
  4. Forwarding number (if set)
  5. Voicemail

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Routing to a specific user

1

Go to phone number settings

Navigate to Settings → Phone Numbers and click on the number you want to configure.
2

Assign a user

Under Incoming Call Routing, select the user who should receive calls to this number.
3

Set ring timeout

Choose how long the phone rings before moving to the next step (voicemail or forwarding). Default is 30 seconds.

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Ring groups

Ring groups let multiple users receive inbound calls on the same number.

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Simultaneous ring

All users in the group ring at the same time. The first person to answer takes the call.

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Sequential ring

Users ring one at a time in order. If User 1 does not answer within the timeout, User 2 rings, and so on.
1

Create a ring group

Go to Settings → Phone Numbers, select the number, and under Incoming Call Routing choose Ring Group.
2

Add users

Add the team members who should be in the ring group.
3

Choose ring type

Select Simultaneous (all ring at once) or Sequential (ring in order).
4

Set ring duration

Set how many seconds each user (or the group) rings before moving to the next step.

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IVR / phone tree setup

An IVR (Interactive Voice Response) lets callers press keys to route themselves — for example, “Press 1 for Sales, Press 2 for Support.”
1

Enable IVR on the number

Go to Settings → Phone Numbers, select the number, and choose IVR / Phone Menu as the routing method.
2

Record or upload a greeting

Create the greeting message that callers hear. You can record it directly, upload an audio file, or use text-to-speech.
3

Configure key mappings

Assign each keypress (1–9, 0) to an action:
  • Route to user — ring a specific team member
  • Route to ring group — ring a group of users
  • Route to another IVR — create sub-menus
  • Forward to external number — send to an outside phone number
  • Play message — play an informational recording then hang up
  • Voicemail — send to a specific user’s voicemail
4

Set a timeout action

Choose what happens if the caller does not press anything (repeat menu, go to voicemail, or forward).

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Forwarding to external numbers

You can forward inbound calls to a phone number outside HoopAI (e.g., a mobile phone, a landline, or another call center).
1

Open number settings

Go to Settings → Phone Numbers and select the number.
2

Set forwarding number

Under Call Forwarding, enter the external phone number. Calls will be forwarded after the primary routing step times out, or immediately if configured as the primary route.
Forwarded calls are billed at outbound calling rates for the leg from HoopAI to the external number.

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Overflow handling

If all users in a ring group are busy or no one answers:
  • Voicemail — the caller leaves a message (default)
  • Forward to backup number — route to an external number
  • Play a message — inform the caller and hang up
  • Workflow trigger — trigger a missed-call workflow (e.g., send a text-back)
Configure overflow in the ring group or IVR settings under If no one answers.

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After-hours routing

Set different routing rules for outside business hours.
1

Define business hours

Go to Settings → Phone Numbers, select the number, and configure Business Hours with your open/close times for each day.
2

Set after-hours action

Choose what happens outside business hours:
  • Play an after-hours greeting and go to voicemail
  • Forward to an on-call number
  • Play a message with your business hours and hang up
  • Route to a Voice AI agent for 24/7 coverage
Combine after-hours routing with the Missed call text back feature to automatically text callers you cannot answer.

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Frequently asked questions

Yes. Each phone number has its own routing configuration. You can have one number for sales (with a ring group) and another for support (with an IVR).
By default, callers hear standard ringing. You can configure hold music in your phone number settings.
Not natively, but you can use a workflow triggered by “Call Status Changed” with conditions on the caller’s phone number to route post-call actions.
Last modified on March 6, 2026