Use a role-based persona or Team number when customers should contact the business function rather than one employee. Examples include Customer Support, Front Desk, Sales, or On-Call Manager.
Choose the Right Structure
| Need | Start with |
|---|---|
| A person's own Phound identity | A personal persona with its own incoming-call settings. |
| A group of people managed together | A Phound Team. |
| A Team that needs a callable line | Assign a number to the Team. |
| A business number that needs menus, hours, or multi-step routing | Connect a Custom Flow to the persona that owns the number. |
Set Up the Team
- Create or open the Team.
- Invite the intended members.
- Review privacy, join policy, and restrictions.
- Confirm each member's role and status.
- Assign a number only after the membership is correct.
Use these verified desktop guides:
- Teams in Phound
- Invite and Manage Team Members
- Team Privacy, Join Policies, and Restrictions
- Assign a Number to a Team
Route Calls
For a simple route, review the persona's Incoming Call Routing.
For menus, schedules, teams, or fallback paths, use a Flow:
- Route Calls to a Person or Team
- Set Up Business Hours and After-Hours Routing
- Add Voicemail and Failure Paths
- Connect a Flow to a Persona
Operational Checklist
- Use role names that remain useful when staffing changes.
- Remove members who no longer need access.
- Test calls after changing membership, number assignment, or routing.
- Confirm who receives voicemail and failed transfers.
- Document who is responsible for responding.
- Review plan availability in the current subscription screen instead of relying on an old price or feature list.
If a shared line does not behave as expected, capture the Team name, number, intended members, and test-call time before contacting Phound Support.