Call routing decides what happens when your clinic’s number rings: who it rings, for how long, what happens out of hours, and when voicemail steps in. This article shows you where those rules live.
Step 1: Open Call Configurations
Click the Settings cog in the icon rail, choose Calls, and open the Call Configurations tab. You can also jump straight there with the Set up call routing quick link on the panel’s intro card. Each of your numbers has its own configuration.
Step 2: Decide the Building Blocks
A number’s routing is built from three questions:
- When are you open? Opening hours split routing into in-hours and out-of-hours behaviour.
- Who should ring? In-hours calls ring the teammates you choose — everyone at once or in order.
- What if nobody answers? Voicemail catches the rest — or your AI receptionist does, if enabled, and books the caller in itself.
Step 3: Test It
Call your own number: in hours it should ring the right people; out of hours it should go to voicemail (or the AI). The result of every test appears in the Calls tab, so you can verify the path each call took.
NOTE: Reports shows where unanswered rings ended up — answered by the AI receptionist, left a voicemail, in or out of hours — under Reports → Voice → When you couldn’t pick up.
TIP: Need a "press 1 for bookings" menu in front of the routing? That is an IVR — see our How to Set Up a Call Menu (IVR) in Engage article.
Related Articles
We suggest reading our How to Use Voicemail in Engage article next.
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.