This article guides you through setting up call routing for one of your Engage phone numbers — deciding who the number rings, during which hours, and when callers should go to voicemail instead. Every number has its own routing, so your reception line and an after-hours line can behave differently.
Step 1: Open Call Setup
Click the Settings gear icon in the navigation rail to open the Channel Catalog, then click Manage on the Calls card. Call Setup opens on the Phone Numbers tab, listing every number your clinic owns. A number nobody answers yet shows Unassigned · goes to voicemail — a sign its routing still needs setting up.
NOTE: Don't have a number yet? We suggest reading our How to Set Up the Calls Channel in Engage (Buy a Number) article first.
Step 2: Open the Number's Routing Settings
On the row of the number you want to configure, click Manage. A Manage number panel slides in with everything covered in this article: inbound calling, Assignment, Call working hours and the Voicemail greeting. The same panel also holds the number's Name and Recording consent message — we suggest reading our Call Setup: Numbers, Team Assignment and Call Settings article for those.
Step 3: Turn On Inbound Calling
For calls to route into Pabau at all, inbound calling must be on. If the banner at the top of the panel reads Inbound calling is off, click Enable. Numbers bought in Engage arrive with inbound calling already switched on, so you'll usually see Inbound calling is on — older numbers may still need enabling.
IMPORTANT: Enabling inbound calling takes over inbound voice for the number and can't be switched off again from this panel. Only enable it when you're ready for calls to ring into Pabau.
Step 4: Choose Who the Number Rings (the Ring Group)
Under Assignment, tick one or more team members — use Search team… to find people quickly, and the counter (for example, 2 selected) confirms your picks. Calls ring everyone selected at once, and the first person to answer takes the call.
NOTE: Leaving Assignment empty sends every caller straight to voicemail. A team member with Do Not Disturb switched on is skipped from the ring, and a call nobody answers falls through to voicemail after about 25 seconds.
Step 5: Set Call Working Hours
Under Call working hours, choose Route any time to treat every call the same around the clock, or Set working hours to route differently by time of day. Setting working hours reveals your timezone and a Monday–Sunday grid — tick the days you take calls and adjust each day's start and end times (the default is Monday–Friday, 09:00–17:00).
Step 6: Decide What Happens During and Outside Hours
Under During call working hours, pick Route to assigned user(s) ("Ring everyone assigned; unanswered calls fall through to voicemail.") or Send to voicemail ("Callers hear the greeting and can leave a message."). If you set working hours, an Outside of call working hours section appears with the same two choices. Most clinics route to the team during hours and send callers to voicemail outside them.
Step 7: Add a Voicemail Greeting and Save
In Voicemail greeting, type the message spoken to callers before the tone whenever a call goes to voicemail — or leave it blank to use the standard greeting. Then click Save. Your changes apply from the very next call, and voicemail messages arrive in the Voicemails section of your inbox — we suggest reading our How to Use Voicemail in Engage article for listening to them.
NOTE: If the number has a call menu (IVR) enabled, the menu answers first and bypasses both the ring group and the working hours — an enabled menu answers around the clock. We suggest reading our How to Set Up a Call Menu (IVR) in Engage article for how the two work together.
NOTE: Routing workflows in the Engage inbox route incoming messages, not phone calls — see our Conversation Routing: Auto-Route Incoming Messages in Engage article for those.
We suggest reading our How to Make and Receive Calls in Engage article for what answering a routed call looks like for your team.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.