Weekly schedule for incoming calls

Open an inbound agent’s AI hours section to manage the organization’s shared weekly schedule. On supported Twilio connections, it decides who answers by day and time, unless a matching caller exception takes precedence. Telnyx currently bypasses this schedule.

Windows and uncovered time

A window is a range of hours on one weekday with an action attached. Unless a caller exception applies, uncovered time plays the default closed message and ends the call. Check the timezone and the complete week before saving. Use 24:00 for the end of a weekday; 23:59 retains its existing earlier boundary.

The five available actions

• AI agent. The voice assistant answers and handles the conversation. You must choose which inbound agent to use.
• Transfer to the app. The call is routed to the selected departments, who receive it inside the application.
• Forward to a number. The call is forwarded to an external phone number, for example the owner's mobile.
• Call centre operator. The caller enters the human operator queue, with configurable language, capacity and maximum wait.
• Closed. The caller hears a customisable closing message. Use it for holidays and planned shutdowns, not as a default.

Starting from a template

Templates prepare a draft for scenarios such as an always-on assistant, office hours, split hours, forwarding, operator queues and departments. Applying one can replace destinations on the affected days: review those days and agents, then Save. Changes apply only after a successful save.

Letting your phone ring first

The schedule decides who answers by time of day, not by number of rings. If you want your phone to ring first and the assistant to answer only when you don't, turn on call forwarding on no answer on your phone towards the assistant's number, and keep the assistant as the destination here.

If you delete an AI agent