Set Up Call Routing
Configure how Xona AI handles and routes your incoming calls. Choose from three flexible options to fit your shop's workflow.
Video Tutorial
Choose Your Routing Setup
There are three ways you can set up call routing to fit your shop's workflow. Click on an option to see detailed setup instructions.
Option 1: Direct AI Number
This is the cleanest and most flexible setup. You’ll list your dedicated Xona AI number on your website and Google map profile.
How it Works:
Customer calls > Your front desk phone rings first > If no answer or after-hours > Xona AI picks up > (Allow handover to staff if needed)
Setup Instructions:
Go to Settings > Profile > XONA AI
Find Call Routing > click anywhere to edit
In editing mode, AI Call Routing section > choose 'Overflow or No Answer during working hours' and 'Always during after-hours.'
We suggest not allowing handover to avoid call loops.
To setup the handover:
- Go to Settings > Profile > Xona AI > Call Routing
- Go to Handover Rules > enter your shop phone number
- Handover Configuration > enable or disable handover
Option 2: Conditional Forwarding
Keep your current public phone number exactly as it is. Use your carries to setup call forwarding.
How it Works:
Customer calls > If no answer or busy > Xona AI picks up
Setup Instructions:
Configure your Carrier, enable Call Forwarding
Go to Settings > Profile > XONA AI > Call Routing
In AI Call Routing: set the AI to 'Always' for both working and after-hours
If you only have one phone number at your shop, be sure to turn OFF the 'Handover' feature to avoid 'call loops' where the phone rings back and forth.
Option 3: Second Line Transfer
Perfect if you have a second number. Xona AI acts as your filter so you only talk to the customer who truly needs you.
How it Works:
Customer calls > If no answer or busy > Xona AI picks up > Handover to Staff when needed
Setup Instructions:
Configure your Carrier, enable Call Forwarding
Go to Settings > Profile > XONA AI > Call Routing
In AI Call Routing: set the AI to 'Always' for both working and after-hours
Go to Handover Rules > enter your shop phone number
Handover Configuration > allow handover during working hours only
Need Help with Setup?
Our support team can walk you through the process step by step.
