Onboarding: Setup Phone

Overview

Setting up phone gives your business a real phone number that rings into OnePilot — answered by your team, your AI Employee, or both — with every call logged to the right contact automatically.

Why it exists

Phone is still how many customers prefer to reach a business, especially for urgent requests. This step exists to bring calls into the same system as every other channel, instead of leaving them on a separate, disconnected phone line.

Benefits

• Choose a new number or connect an existing one, depending on what your business already has.
• Calls are automatically logged against the right CRM contact, with recordings and summaries where enabled.
• Your AI Employee can answer routine calls directly once phone is connected, covering after-hours or overflow volume.

Step-by-step guide

1. Go to Communications → Phone and click Set Up Phone.
2. Choose a new local number, or start the process to port an existing number.
3. Set your call routing: straight to a team member, to your AI Employee, or a combination based on time of day.
4. Test the number with a real call to confirm routing works as expected.

Tips

• If porting an existing number, expect it to take longer than getting a new one — plan ahead if you have marketing materials with that number on them.
• Set an after-hours routing rule so calls outside business hours go to your AI Employee instead of ringing unanswered.

Best Practices

• Review call summaries and recordings for the first week to confirm routing and AI responses match what you expect.

Common Mistakes

• Forgetting to set after-hours routing. Without it, calls outside business hours may simply go unanswered.

Troubleshooting

If calls aren't connecting, check the routing rules first — an unassigned time window is the most common cause of unanswered calls.

Frequently Asked Questions

Related Articles

• Setup SMS
• Setup WhatsApp
• Create an AI Employee