What a call depends on, and what we can promise.

The information the service handles

To set up a line, you enter your email address, business name and country, then the menu: its options and the phone numbers they ring, your business hours and closed message, and the email addresses that receive voicemail. Routing a call involves call metadata such as the caller number, time, duration and option chosen, which the dashboard shows as recent calls and monthly totals. If a caller leaves a voicemail, the service handles its recording and transcript so they can be sent by email; voicemails are kept in your dashboard for 365 days.

The principle is to use the information needed to connect the caller and deliver the message. There is no general call-recording feature: a conversation answered on a team mobile is not recorded by Auto Attendant. A voicemail is recorded because that is how the message is delivered. See the privacy notice for the website, articles, enquiries and service data.

When someone does not answer

Each menu option rings up to three phones one after another. If none is answered, the caller is offered a voicemail rather than an endless ring. The recording goes to the email addresses you chose, with the transcript in a second email. There is no ringing several phones at once, and no forwarding after hours: outside business hours callers hear your closed message.

Set the destination for each option, then test them with the mobiles unavailable as well as available. A message in a shared inbox is useful only if somebody checks that inbox. Our routing guide covers those choices.

Emergency calls use the team’s own mobiles

Auto Attendant only routes incoming calls. It does not place outbound calls and is not an emergency-calling service. Team members call emergency services directly through their own mobile carriers. The emergency-calling page explains the product boundary in detail. Do not rely on the business number as a way to call emergency services.

Your number can move

You can bring the business number you already have, which is the app's default first step, or pick a new local or toll-free number in the app. The number is the business's public point of contact; you should be able to take it to another provider if you leave. A transfer follows the applicable carrier process: the app asks for the account details that number needs and a signed transfer authorization, and shows the status until the number has moved. Porting your number explains the steps and why the existing service should stay active until the transfer completes.

Caller ID and spam labels

STIR/SHAKEN is a caller-ID authentication framework used by voice providers. It helps providers check whether caller-ID information matches the number used for an outgoing call. The FCC says that authentication information can inform call blocking and labelling tools.1 A spam label is therefore a decision made elsewhere in the call path; this page does not promise that a particular call will be labelled or displayed in a particular way. Auto Attendant does not place your team's outgoing calls, which use their own mobile carriers.

Questions for a security review

If your buyer review needs details about handling a particular category of data, operational safeguards or contractual terms, ask us at [email protected]. We will answer what we can substantiate for the service.