Call destinations
Call destinations. Every handoff, somewhere you chose.
Set up the places a call can go once: a ring group of your people, an outside number, or one of your Call Flows. Your AI agents and your team pick from that list, so a caller can never talk the agent into dialing somewhere you didn't approve.
On every plan.
Three places a call can go.
Each destination is set up once, checked, and then used by any agent, Call Flow or teammate.
A ring group
Your own people. Their browsers and desk phones ring together, and the first to answer takes the call.An outside number
An answering service, a partner or a mobile. The caller hears hold music while it rings.A Call Flow
Hand the caller to one of your flows, and let it decide who rings, in what order, and what happens next.
Set up once, used everywhere.
Give each destination a name and one sentence about when callers should go there. Crulon checks it before any agent can use it.
Change a ring group's members once, and every agent and Call Flow that uses it follows.
New call destination
A reusable target that AI agents and Call Flows transfer to. Verify it before an agent can use it.
Name
Billing
Key
billing
Kind
Internal ring group
Rings your own people — browser agents and desk phones together.
Members to ring
Their browser and desk phones ring together; the first to answer takes the call.
When should the assistant send callers here?
When the caller asks about a bill, a payment or a refund.
One sentence, in your own words. The AI agent reads it to choose between destinations.
The agent picks the right one.
Give an agent up to ten destinations. It reads each one's sentence and chooses as the caller talks.
Write what it says before it transfers, choose whether it asks first, and how long it lets the line ring.
Handoff
Where this agent can send a live call. It picks one using each destination's "when to send callers here" sentence.
- On-call techsRing group
Sends callers here when: “Emergencies: no heat, no cooling, or water leaking.”
Announcement
I'm connecting you to our on-call technician now.
Ask before transferringPlay hold music while it ringsRing for
30 seconds
If it doesn't connect
Hand the call back to the AI
- BillingRing group
Sends callers here when: “When the caller asks about a bill, a payment or a refund.”
- Overnight answeringExternal numberBridge
Sends callers here when: “After 10 pm, when nobody on call answers.”
- Service team flowCall flow
Sends callers here when: “Repairs and visits that can wait for business hours.”
Nobody answers? The agent comes back.
While a ring group or outside number rings, the caller hears hold music. If nobody picks up, the agent comes back on the line and keeps helping, or ends the call politely. You choose.
Hand off to a Call Flow instead, and the flow's own exits decide, like voicemail.
Dana Whitfield AI
- AgentThat can't wait. I'm connecting you to our on-call technician now.
- Ringing On-call techs · hold music · 0:30
- No one picked up.
- AgentSorry, nobody's free this second. I've opened an urgent ticket for 418 Alder Street, and the on-call technician will call you back within 15 minutes.
Whoever answers knows why.
The ring card shows which agent sent the call, where to, and a note the agent wrote about the caller. It stays on the call once they pick up.
Marcus Hale
+1 (512) 555-0172
Front desk → BillingAI
AI handoff
Disputing a $35 late fee on the March invoice. Autopay failed after his bank reissued his card.
Your team transfers, too.
On a call, anyone can transfer to a teammate, a ring group or an outside number in a couple of clicks, with a short note for whoever answers.
If a teammate doesn't answer, the call comes back to you.
Transfer call
Search people, groups or numbers
People
- Dana LeeExt 104
- Tom ReyesOn a call
Groups
- Billing2 available
- On-call techs1 available
External
- Overnight answering+1 (512) 555-0190
Note for Billing (optional)
Wants a refund on the duplicate charge.
Transfer to BillingGoverned, not guessed.
The list is the control. Nothing gets dialed that you didn't set up or allow.
Callers can't choose
The agent picks from your destinations. It never takes a phone number from a caller.Checked before use
A destination is verified before an agent can use it, and checked again when it changes.Risky numbers refused
Blocked countries, premium-rate numbers and emergency codes are refused, typed or picked.Typed numbers, your call
Turn off typing a transfer number, and every transfer goes to your list only.Who can change it
Only admins and managers create, edit or verify destinations.On the record
Every handoff attempt is in the call's details: where it went, who answered, or why not.
Questions about call destinations.
What is a call destination?
A place a call can go that you set up once: a ring group of your people, an outside number, or one of your Call Flows. AI agents, Call Flows and your team all pick from the same list.
How does the AI agent choose where to send a caller?
Each destination has one sentence about when to send callers there, in your own words. The agent reads them and picks as the caller talks. Give an agent up to ten.
What happens if nobody answers?
For a ring group or outside number, you choose: the agent comes back on the line and keeps helping, or ends the call. For a Call Flow, the flow decides, for example voicemail.
Can a caller get the agent to call any number?
No. The agent only transfers to your destinations, and never takes a number from a caller. Blocked countries, premium-rate numbers and emergency codes are always refused.
Can my team use the same destinations?
Yes. From the call bar, anyone can transfer to a teammate, a ring group or an outside number, with a short note for whoever answers.
Does the ringing count as AI minutes?
Only while the agent waits so it can come back: the ring time you set for a ring group or outside number, 30 seconds by default. A handoff into a Call Flow ends AI time at once, and time with your team never counts.
Which plans include call destinations?
Every plan, from Starter at $24 a seat.
Decide where every call can go.
Sign up with one seat, add your first ring group, and give your agent somewhere to send callers.