> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aisync.link/llms.txt
> Use this file to discover all available pages before exploring further.

# Incoming Call Routing

> Configure how incoming calls are handled and understand the user assignment and AI routing logic

The Incoming Call Routing feature lets you decide how inbound calls are processed. From **Personal Settings**, set the **Incoming Call** preference so calls go to the dialer, your phone, an AI agent, or a hybrid path.

## ⚙️ Configuration

Update your incoming call route here:

👉 **Profile → Personal Settings**: [https://app.aisync.link/profile](https://app.aisync.link/profile)

1. Open the **Personal Settings** tab.
2. Find the **Incoming Call** field.
3. Choose your preferred routing option.
4. Click **Update** to save (or **Cancel** to discard changes).

<img src="https://mintcdn.com/rizler/J2Ed80SFu2W1cwly/images/dialer/incoming-call-routing/profile-personal.png?fit=max&auto=format&n=J2Ed80SFu2W1cwly&q=85&s=c8aceab2a2108990b670caf375c3b30c" alt="Incoming Call field in Personal Settings" width="1024" height="475" data-path="images/dialer/incoming-call-routing/profile-personal.png" />

### 📞 Incoming Call options

<CardGroup cols={2}>
  <Card title="Dialer" icon="phone">
    Calls ring in the dialer interface so you or your team can answer them from within the app.
  </Card>

  <Card title="Phone" icon="mobile-screen">
    Calls forward to your linked phone number.
  </Card>

  <Card title="AI" icon="robot">
    Calls are routed straight to an AI agent, which handles the conversation automatically.
  </Card>

  <Card title="Dialer + AI" icon="phone-arrow-up-right">
    Calls first ring the dialer. If unanswered, the call goes to the AI agent as fallback.
  </Card>
</CardGroup>

## 🔍 How User Assignment Works

Calls are always matched to a user before the selected **Incoming Call** option is applied. The system uses this logic (in priority order):

### 1️⃣ Last Outbound Call

* If you have recently called the incoming number, you are selected as the responsible user.

### 2️⃣ Assigned Number

* If the "To" number (the system DID receiving the call) is strictly assigned to a user, that user is chosen next.

### 3️⃣ PowerList Membership

* If the caller belongs to a PowerList that you own, you receive the inbound call.

### 4️⃣ Company Default

* If none of the above apply, the call defaults to the company’s fallback user.

<Note>
  As soon as a match is found, the system assigns the user, maximizing relevance and continuity.
</Note>

## 🤖 If AI Is Involved

If you pick an option that uses an AI agent (**AI**, or **Dialer + AI** as fallback):

* **Contact exists in a PowerList with an AI agent?**\
  → That PowerList's agent answers.

* **Caller is unknown (not in any PowerList)?**\
  → The default PowerList AI agent handles the call.

<Tip>
  Assign specific AI agents to different PowerLists for more tailored and effective conversations.
</Tip>

## 📊 Visual Flow

### 👥 User Assignment

```
Incoming Call
   ↓
Recent outbound user? → Yes: assign user
   ↓ No
DID assigned to user? → Yes: assign user
   ↓ No
Caller in user's PowerList? → Yes: assign user
   ↓ No
Fallback to default user
```

### 🤖 AI Routing

```
AI needed?
   ↓
Caller in PowerList with AI agent? → Yes: use that AI
   ↓ No
Use default PowerList AI agent
```