How call routing works
When someone calls your AI phone number, CloseTheCall needs to decide: should the AI answer immediately, should it try ringing you first, or should it depend on the time of day? This is what routing modes control. You have three options:AI Answers
AI picks up every call immediately. You never get rung.
Rings You First
Your phone rings first. If you do not answer, the AI takes over.
Schedule-Based
During business hours, your phone rings. After hours, AI answers.
Mode 1: AI Answers
The simplest mode. Every call goes directly to your AI receptionist. Your personal phone never rings.How it works
- Caller dials your AI number
- AI picks up within 1 second
- AI handles the entire call (greeting, booking, FAQs, lead capture)
- You get a notification after the call with a summary
Best for
- Businesses that want 24/7 coverage without interruptions
- Owners who are busy on jobs all day (plumbers, electricians, builders)
- After-hours overflow when you do not want to be disturbed
- Businesses that get high call volumes and cannot answer them all
Pros and cons
| Pros | Cons |
|---|---|
| Never miss a call, ever | You never speak to callers directly |
| Consistent experience for every caller | Some callers prefer speaking to a human |
| AI handles everything — you focus on work | No personal touch |
| Works 24/7 including weekends and holidays |
Mode 2: Rings You First
Your phone rings for a set number of seconds. If you do not answer, the AI takes over. You get first chance at every call, with the AI as your safety net.How it works
- Caller dials your AI number
- Your phone rings for your chosen duration (5 to 30 seconds)
- If you answer — you talk to the caller directly, AI is not involved
- If you do not answer — AI picks up and handles the call
Setting the ring duration
You choose how long your phone rings before the AI takes over:| Duration | Rings (approx.) | Good for |
|---|---|---|
| 5 seconds | 1-2 rings | Quick fallback — barely try before AI answers |
| 10 seconds | 3 rings | Short window — grab it if you are near your phone |
| 15 seconds | 4-5 rings | Standard — enough time to finish what you are doing |
| 20 seconds | 6 rings | Generous — plenty of time to get to your phone |
| 30 seconds | 9-10 rings | Maximum — caller waits a while before AI answers |
We recommend 15 seconds for most businesses. It gives you enough time to answer if you are nearby, without making the caller wait too long if you are not.
Best for
- Businesses that prefer to answer personally but want a safety net
- Office-based businesses where someone is usually near the phone
- Owners who want to screen calls — answer the important ones, let AI handle the rest
Pros and cons
| Pros | Cons |
|---|---|
| Personal touch when you are available | Callers wait longer before getting help |
| AI catches what you miss | You get interrupted by every call |
| Best of both worlds | Inconsistent experience (sometimes human, sometimes AI) |
How to set your transfer number
Set the ring duration
Use the slider or dropdown to choose how many seconds your phone rings before the AI takes over.
Mode 3: Schedule-Based
The smart hybrid. During your business hours, calls ring your phone (like Rings You First). Outside your hours, the AI answers immediately (like AI Answers).How it works
- Caller dials your AI number
- The system checks the current time against your weekly schedule
- During business hours — your phone rings first, AI takes over if no answer
- Outside business hours — AI answers immediately
Setting up your schedule
You set your hours on a 7-day grid. Each day has an “open” and “close” time, or can be marked as closed entirely.Set your hours
A 7-day grid appears. For each day:
- Set the start time (e.g. 08:00)
- Set the end time (e.g. 18:00)
- Or toggle the day off if you are closed
Set your timezone
Select your timezone from the dropdown. This ensures the schedule matches your local time, even during daylight saving changes.
Example schedule
| Day | Hours | What happens |
|---|---|---|
| Monday | 08:00 - 18:00 | Rings you during these hours, AI answers outside |
| Tuesday | 08:00 - 18:00 | Same |
| Wednesday | 08:00 - 13:00 | Half day — AI takes over after 1pm |
| Thursday | 08:00 - 18:00 | Rings you |
| Friday | 08:00 - 17:00 | Early finish — AI takes over after 5pm |
| Saturday | Closed | AI answers all day |
| Sunday | Closed | AI answers all day |
Best for
- Businesses with regular hours and a receptionist or office during the day
- Owners who want to answer personally during work hours but not be disturbed evenings and weekends
- Practices and clinics with set opening times
Pros and cons
| Pros | Cons |
|---|---|
| Smart automation — different behaviour at different times | Requires you to keep the schedule updated |
| Personal service during hours, AI coverage outside | More complex than the other two modes |
| Callers always get a quick response | Schedule changes (holidays, etc.) need manual updates |
How to switch between modes
Choose your mode
In the Routing Mode section, you will see three options: AI Answers, Rings You First, and Based on Schedule. Click the one you want.
Configure if needed
If you chose Rings You First, enter your phone number and ring duration. If you chose Schedule-Based, set up your weekly grid.
You can switch modes at any time. Switching does not affect your other settings (greeting, voice, Knowledge Base, etc.). It only changes how incoming calls are routed.
Which mode should I choose?
| Your situation | Recommended mode |
|---|---|
| Sole trader, always on jobs | AI Answers |
| Small team, someone usually in the office | Rings You First (15 seconds) |
| Regular business hours with evening/weekend closure | Schedule-Based |
| Just want it to work with zero effort | AI Answers |
| Want to answer VIP clients personally | Rings You First (20 seconds) |
| Dental/medical practice with reception desk | Schedule-Based |