Help center
Short, step by step guides for everything in CallRoute, from your first number to your first phone menu.
Getting started
Create your workspace, bring in your team and understand who can do what.
Create your CallRoute workspace
Sign up, confirm your email, pick a plan and get your first number, then make a test call from your browser.
Invite teammates to your workspace
Invite people from the Team page. Each teammate uses one seat, gets their own extension and can have their own business number.
Roles and permissions: Owner, Admin and Member
Every person in a workspace is an Owner, an Admin or a Member. Here is what each role can see and change.
Numbers
Add a business number, move one in from another provider, or give it to someone else.
Get a local or toll free business number
Search by area code or for toll free, choose who the number is for, and add it in one click. One number per seat is included.
Bring your existing number to CallRoute
Move numbers you already have from another provider. Callers keep dialing the same number, and your old service works until the move.
Reassign a number to a teammate
Move a number from one teammate to another in a few clicks. The number, its history and its call handling stay the same.
Calls
Calling from the browser, extensions, transfers and call recording.
Make and receive calls in your browser
The Phone button in the corner of the app is your business phone. Call out from your number, answer calls and manage them from any browser.
Extensions and call transfers
Call teammates by extension, hand a caller to someone else, talk to them first, or bring everyone into a 3 way call.
Call recording, transcripts and summaries
On Pro and Scale, record any call or every call on a number. Each recording gets a transcript, a short summary and action items.
Routing
Decide how each number answers: menus, business hours, closed days and the AI receptionist.
Set up a phone menu
Callers hear a greeting and press a key. Each key can ring a person, take a voicemail, play a message, open another menu or let callers dial an extension.
Business hours and closed days
Tell each number when you are open. Outside those hours, and on holidays you mark as closed, callers go to voicemail or the AI receptionist.
The AI receptionist
Instead of voicemail, an AI voice answers when you are closed or nobody picks up, helps with simple questions, and takes a message for your team.
Inbox and texting
One thread per person for calls, texts and voicemail, plus notes, templates and scheduled texts.
Use the inbox: texts, notes, mentions and assignments
Every call, text and voicemail with a person lands in one thread. Reply by text, leave private notes, mention a teammate or assign the conversation.
Text templates with merge fields, and scheduled texts
Save your most common replies as templates that fill in names for you, and write a text now to send it later.
Voicemail
Greetings, playback and transcripts.
Analytics
See how calls and texts are going across your numbers and your team.
Billing and wallet
Plans, seats, the usage wallet and what things cost.
Plans, seats and your subscription
You pay per seat. Each seat is one teammate and includes one number. The owner picks the plan and changes seats on the Billing page.
The usage wallet and what things cost
One prepaid balance covers anything beyond your plan. Top it up in a few clicks and see exactly what every charge was for.