Every call arrives through an endpoint, and there are three kinds:
| Route | What it is | Set it up |
|---|---|---|
| Phone number | A real phone number callers dial | Connect a phone number |
| SIP registration | polite.ai as an extension on an existing PBX or provider | SIP registrations |
| Browser | A call directly from the web page, with no number involved | Test your agent |
A number is bought or brought in and pointed at a team. The Numbering table's Routed to column always shows which agent each number rings. A registration has no number of its own: polite.ai signs in to a PBX or SIP provider as an extension, and whatever that system sends to the extension gets answered. Browser calls need no telephony at all. A temporary session is created on demand and removed when the call ends.
Browser calls carry the caller ID WebRTC instead of a phone number, so an agent
that greets known callers by name knows it is talking to a browser session.
One endpoint, one team, the live version
Two rules keep routing predictable:
- One endpoint routes to one team at a time. A number or registration answers for exactly one team; a team can hold many endpoints.
- Real callers get the live version. Edits accumulate safely in a draft and only answer callers on go-live.
The one exception is deliberate: an endpoint connected while a draft is open answers the draft immediately. That is useful for trying a new team on a real line; the endpoint then stays connected on go-live. The Agents page tags these pills DRAFT.
Where routing is managed
- In the Builder: use the Connect inbound calls panel to pick an unconnected number or registration and choose which voice member answers.
- In the agent drawer: the Deploy tab lists where an agent is answering, with Undeploy, Move to another agent and (for browser deployments) Embed on your site; its Deploy to form targets the browser, any owned number, or any registration.
- On Numbering: the Routed to column shows today's routing for every number.
However a call arrives, it is treated the same afterwards: recording, transcript and data feed all land in Calls. For calls in the other direction, see Outbound calling.