Phone channel settings
What you can configure on a phone channel: status, and who answers the line.
Open any phone channel from the Channels list to see its detail page.
Basic info
Section titled “Basic info”The Basic info card shows the number (with its country flag), the channel’s current status, and the setting that matters most: who answers this number.
Who answers this number
Section titled “Who answers this number”| Option | Behavior |
|---|---|
| Unassigned | No one answers the calls. Use this while the channel is being set up. |
| AI agent | The selected agent answers every call. Pick the agent from the dropdown. |
| Another destination | All calls are redirected somewhere else (another phone number, an extension…). This mode is configured by the Bookline team — if a line is diverted you will see the destination here, and you can always switch back to an agent yourself. |
Changes are not applied immediately: the page collects them in a save bar at the bottom, and asks you to review and confirm before publishing. Once confirmed, the new configuration is live on the number.
Per-line preferences (on request)
Section titled “Per-line preferences (on request)”Beyond choosing the agent, each individual line can be tuned without touching the agent’s general configuration. These preferences are managed by the Bookline team — contact support if you want any of them:
- Starting language — if your agent speaks several languages, it asks the caller at the start by default. A specific line can instead start directly in one language (useful for a dedicated tourist line, for example).
- Calls with hidden number — attend them normally, block them (optionally reading a message before hanging up), or divert them to your staff.
- Blocked numbers — reject specific numbers on this line only.
- Rules by contact tag — give special handling to callers whose contact record carries a certain tag (for example, send VIP customers straight to staff).
- Call forwarding record — the schedule and conditions of your carrier forwarding, kept on file so we can monitor that calls keep arriving (see Call forwarding).