Go to Settings, then the Phone tab. Everything below is set up there: your number, recording, what happens to incoming calls, your greetings, and your routing rules.

This is a full in-app phone system rather than call forwarding, and it is self-serve. If you have previously been told to contact Besty to enable IVR, that is out of date.

Your assigned number is shown at the top. It "is used for sending and receiving SMS, making outbound calls, and receiving incoming calls from guests and owners", so it is one number doing all three jobs.

Record and summarize calls is a toggle covering calls you make from Besty. With it on, "Transcripts and AI summaries appear in the relevant guest or owner thread", so a call becomes part of the conversation record rather than something only the caller remembers.

Beneath it, Notify caller that the call may be recorded plays an automated disclaimer.

Check your local law before enabling recording. Many jurisdictions require the consent of both parties, and requirements vary by state and country. The notification option exists for that reason, and whether it is sufficient where you operate is a question for your own legal advice rather than something Besty can answer for you.

"Choose what happens when someone calls your Besty number." The three options are:

Choosing Besty Call Routing expands a How it works panel, which is the clearest statement of what the system actually does: "Incoming calls ring your team directly in the Besty app on desktop and mobile, no external phone needed. You can receive multiple calls at once. Accept a second call, decline it, or let it advance to the next ring level. Put a caller on hold and switch between active calls from the call bar at the top of the screen. Set up IVR dial trees, multi-level ring groups, per-listing schedules, voicemail, and call recording below."

Note what that means for staffing: your team does not need desk phones or a forwarding chain. They need the Besty app, on desktop or mobile.

Greetings are recorded or uploaded once and then reused. "Record or upload audio greetings. These can be assigned to routing configurations as welcome messages that play before calls are connected, or as dial tree (IVR) menu prompts that let callers press a digit to reach a department."

Because greetings are shared assets, record one once and assign it to as many routing configurations as you need rather than recording it again per rule.

Routing Rules is described as "Create rules to route incoming calls to your team. You can set up multiple configurations for different listings, schedules, and caller types." Add one with + Add Configuration.

Each configuration is a single row carrying an enable toggle and a summary of its whole shape: its type, its depth, its schedule and its scope. A row reading Direct, 2 levels, Always active, All listings tells you everything about that rule without opening it, which makes a list of rules quick to audit.

Because configurations carry both a schedule and a listing scope, you can route differently out of hours, or route one portfolio to a different team.

Calls can be started from a guest conversation in the inbox, or from the Phone area, which holds the keypad, your contacts and your recent calls.

Call analytics are reported separately, so you can see volume and handling over time rather than only individual calls.

Calls and their transcripts attach to the relevant guest or owner thread, so the person picking up a conversation later sees the call alongside the messages. Voicemail is set up within routing, and voicemails are transcribed into the same thread rather than sitting in a separate voicemail system.

Reach out via chat or at support@getbesty.ai.