Route inbound calls to a contact's assigned team member

Inbound calls on your primary number can now ring the right person automatically. When your call routing is set to Transfer directly
, you'll see a new option: Ring the assigned team member when available
.
With it turned on, when a customer calls in, we look up their contact record — if they have an assigned owner and that team member has a phone number on their profile, the call transfers straight to them instead of ringing to your general direct transfer phone number.
If the caller is new, unassigned, or their owner doesn't have a phone number configured, the call falls back to your regular transfer number, so nothing slips through.
To enable it:
Go to Settings
 → Phone
 and open the routing settings on your primary number
Select Transfer directly
 and check Ring the assigned team member when available
Make sure your team members have their phone numbers set under Settings → Team (or Myself)
Perfect for sales teams and service businesses where customers should reach the rep who owns their relationship — not whoever happens to pick up.
Not applicable when you are ringing in app
 - that already rings the assigned team member + anyone who has a role that gives them access to all contacts (as long as they are logged in).
This can be used in combination with the Voice AI: If your primary number transfers directly to a Voice AI agent already, you can add the setting for Ring the assigned team member when available
 which would skip over the Voice AI and ring straight to your team member's phone if they are the contact owner (and their phone number is set in brayv).
If you always want Voice AI in line first, don't select this setting, and simply have calls on the primary number route directly to a Voice AI number that has an inbound default
 agent. That agent can then be instructed on when it's appropriate to transfer to particular team members.