Skip to main content

Manage phone number settings in Consio

Learn how to manage phone number settings in Consio, including inbound call routing, fallback options, agent ringing, and voicemail setup.

Updated over 2 weeks ago

Phone number settings

Use Phone number settings to control how inbound calls are routed, who receives them, and what happens if no one answers.

1) Access phone number settings

To open your phone number settings:

  1. In the left sidebar, go to Phone numbers.

  2. Select the phone number you want to configure.

2) Set a clear internal name

At the top of the page, give the phone number an easy-to-recognize name.

We recommend using a name that clearly identifies the brand, store, team, or use case for that number.

This name is especially useful because it appears when:

  • transferring calls

  • reassigning conversations

  • managing numbers across multiple teams or brands

3) Configure inbound call routing

In the Inbound calls routing section, define how calls to this number should be handled.

Recommended default setup

For most teams, we recommend the following settings:

  • When someone calls this number: Ring agents

  • Agents to ring: select the team or team member who should receive inbound calls

  • Call distribution: All at once

  • Max wait time before fallback: 45 seconds to 1 minute

This setup helps reduce missed calls while giving available agents enough time to answer.

4) Choose a fallback mechanism

Next, choose what should happen if no one answers within the wait time.

Available fallback options include:

  • Route to AI Agent

  • Forward to number

  • Send to voicemail

Choose the option that best matches your workflow.

For example:

  • use Route to AI Agent if you want AI to handle missed inbound calls

  • use Forward to number if calls should go to an external line

  • use Send to voicemail if you want callers to leave a message for follow-up

5) Add or select a voicemail message

If you choose Send to voicemail, you can select an existing voicemail audio or add a new one.

To add a new voicemail:

  1. Open the Voicemail audio dropdown

  2. Click Add a new voicemail

  3. Upload your recording

To record a voicemail on your computer, you can use:

  • Windows: Sound Recorder

  • Mac: Voice Memos

Keep your voicemail short and clear. A simple message is usually best.

Best practices

  • Use a clear internal name so your team can identify the number quickly

  • Route calls to the right team or agent

  • Use All at once when speed matters

  • Keep fallback wait time between 45 seconds and 1 minute

  • Always configure a fallback option so calls never reach a dead end

  • Upload a professional voicemail message if voicemail is enabled

Did this answer your question?