Who this is for

Admins and Dispatchers who manage call routing, menu options, and phone integrations in MetaFleet.

What you’ll learn

Locate and access your phone settings
Understand how your business number is managed
Create and edit call groups
Build and customize your phone tree (menu options)
Assign users to call groups for inbound routing

Before you start

You must have Admin permission.
If you have a MetaFleet-managed phone number, make sure your Twilio integration is active. If you don’t see a phone number under “Company Phone Numbers” - please reach out to your CSM or our Support team (support@metafleet.ai)
Confirm that your users are already created and assigned to the right roles.

Quick Summary (TL;DR)

Go to Account Settings → Platform Settings → Account Details → Phone.
Review your assigned number (cannot be edited).
Create or edit Call Groups.
Edit your Menu Options to assign groups to keypresses (2 = Dispatch, 3 = Finance, etc.).
Add a spoken message and save.

Step-by-Step

Navigate to Phone Settings

Go to Platform Settings → Account Details → Phone.
Review Your Business Number

If MetaFleet provides your number or ports an existing one, it will appear here. This section cannot be edited since it’s managed by MetaFleet.
Create a Call Group

Click Add Call Group and enter a descriptive name (e.g., “Operator,” “Dispatch,” “Finance”).
Edit Your Menu Options (Phone Tree)

Click Edit Menu Options.

You’ll see predefined options such as:
- 0 – Enter an extension
- 1 – Send link to Service Order Request Hub
  
  Add or edit other options (e.g., 2 = Dispatch, 3 = Finance, 4 = Support, 9 = Operator).
Assign Call Groups to Menu Options

In the Menu Options panel, match each number with a group. Example:
- Press 2 → Dispatch Group
- Press 3 → Finance Group
- Press 9 → Operator Group
  
  Click Save when done.
  
  [add screenshot: assign-call-group.png, capture: dropdown assignment to groups, annotate: highlight Save button, caption: Assign each menu option to a call group.]
Customize Your Greeting Message

Add or edit your greeting text. MetaFleet’s AI voice will read this message to callers.

Tip: Add ellipses (…) between phrases to create natural pauses.

Example: “Thank you for calling MetaFleet … press 2 for Dispatch … press 9 for the next available representative.”
Save and Test Your Configuration

Click Save. Test your phone tree by calling your number and verifying each menu option routes correctly.

Troubleshooting

Symptom	Likely Cause	Fix	Prevent
Incoming calls not ringing users	Users not logged in to MetaFleet Web	Have users log in before accepting calls	Remind users to stay signed in during work hours
Wrong department receiving calls	Incorrect group assignment in menu options	Edit Menu Options and reassign to correct group	Double-check mapping after adding new users
Call groups missing	Group not created or saved	Recreate group and click Save	Confirm save confirmation message appears
Greeting not playing correctly	Message not formatted clearly	Add pauses using ellipses (…)	Preview message before saving
Number field greyed out	MetaFleet-managed number	Cannot edit; contact support to change number	Keep support contact on file for updates

FAQs

Can I port my existing business number?

Yes. MetaFleet can port your existing number into the system for managed routing.

Do users need to be logged in to receive calls?

Yes. Users must be actively logged into MetaFleet Web to receive calls.

Can I route calls to mobile devices?

Not currently. Calls are received inside the MetaFleet platform.

How do I delete a call group?

Open the Call Groups list, click the group, and select Delete.

Can I use custom voice greetings?

At this time, only the AI voice is supported, but you can edit the message text freely.

Can I use Voice Mail?

Today, we do not have the ability to record a voicemail, but it is on our roadmap.

Editing Your Phone Settings

Clear and efficient phone routing helps your customers reach the right department quickly, improves response times, and ensures calls are tracked and logged inside your platform.