# Call handling

> Decide who answers first, when the AI transfers a call to a person, how call recording consent works, and what happens when a transfer fails.

Source: https://docs.airhug.ai/setup/call-handling
Last updated: 2026-09-29

Four settings decide what happens when someone calls. They live under **Settings → Receptionist** and **Settings → Phone lines**, and setup asks for the first two.

## 1. Who answers first

Choose how many rings before the AI answers. Each ring is about 6 seconds.

| Rings | What happens |
| --- | --- |
| 0 | The AI answers on the first ring. |
| 1 to 6 | Callers hear ringing for about 6 to 36 seconds, then the AI answers. |

Optionally list up to 5 staff phones to **Ring these phones first**. They ring for the chosen time. If nobody picks up, the AI answers. You cannot list the number you forward to Airhug, because ringing it would send the call straight back.

> [!NOTE]
> This setting applies to numbers that ring Airhug directly (new or moved numbers). On a **forwarded** number, your carrier decides when the forward happens. See [call forwarding](https://docs.airhug.ai/channels/call-forwarding.md).

## 2. Call recording consent

Setup asks **Do you accept call recording?** The AI tells every caller the line is recorded before it takes anything down. Recording is what produces call notes, summaries and your call inbox. Recording cannot be switched off. If you decline, setup tells you there would be no transcripts, summaries or call inbox and asks you to talk to Airhug before going further. Recordings and transcripts stay in your workspace.

## 3. Transfer rules

A transfer rule sends a live call to a real phone number. Add rules under **Call handoff**.

| When | Meaning |
| --- | --- |
| Someone asks for a person | The caller asks for a human |
| The call is about a topic | You name the topic, for example "billing" |
| The caller sounds urgent | The AI judges urgency |
| The business is closed | Outside your opening hours |

Each rule has a **Destination** phone number and an optional description. Rules run from top to bottom and **the first match wins**. Use **Up** and **Down** to reorder. With no rules, the AI takes messages only and nothing transfers automatically.

Rules to know:

- The destination must be accepted by the server before a rule is saved.
- Do not point a rule at your own forwarded main line. That would send the call straight back to the AI. Airhug refuses the dial and takes a message instead. Use a direct line or a mobile.
- The AI says "connecting you now" only after the transfer is accepted.

## 4. When a transfer fails

If the destination does not answer or rejects the call, the AI apologizes, takes the caller's name and callback number, and never says it is connecting them. The call is flagged for follow-up in your inbox with high urgency.

## Notifications

Airhug shows missed calls, new messages and booked appointments in your inbox. Turn on browser notifications at the setup step **Know when someone calls**, or later in **Settings**.

## Checks

- Call your number. It rings the number of times you chose, then the AI answers.
- Ask the AI for a person. The destination phone rings and the call connects.
- Repoint the rule at an unreachable number and repeat. The AI takes a message and the inbox shows a follow-up.