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Phone setup is how your workspace becomes reachable in the real world. At a product level, you can think about it in three parts:
  • the numbers connected to your workspace
  • the routing rules behind those numbers
  • the agents allowed to handle those call paths

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Workspace-level phone setup

Phone numbers belong to the operating setup of a workspace, not to an isolated test environment. That matters because teams usually want a consistent place to manage:
  • which numbers are active
  • what each number is for
  • whether it is used for inbound, outbound, or both
  • which agent or flow should answer

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Routing

Routing decides where a call should go. Examples:
  • send a main office number to a receptionist-style agent
  • send a campaign callback number to a qualification agent
  • reserve a specific number for outbound reminders
You do not need complicated routing to start. A small number of clear paths is usually better than many overlapping rules.

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Keep number purpose clear

Assign each number a clear role whenever possible. Examples:
  • main line
  • after-hours coverage
  • outbound follow-up
  • a specific location or team
That makes both reporting and troubleshooting easier later.

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What to review before going live

Before attaching a number to live traffic, confirm:
  • which agent should answer
  • whether handoff is available when needed
  • whether the number should support inbound, outbound, or both
  • which team owns the resulting calls