---
title: Set Up Your Phone Menu and Call Groups
description: "Set up your MetaFleet phone menu: create call groups, assign them to keypad numbers 2-9, edit the menu message, and add users to groups."
---
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3. [Phone Setup](https://support.metafleet.ai/integrations?hsLang=en#phone-setup)
# Set Up Your Phone Menu and Call Groups
## Create call groups, choose what each keypad number does, and add each user to the groups that should get those calls.
**For:** Admins · **Permission:** Manage account settings · **Time:** ~10 minutes
### Quick summary
1. Go to **Settings › Phone System**.
2. Click **Add** on the **Call Groups** card and create a group for each team that takes calls.
3. Click **Edit** on the **Menu Options** card and pick a group for each keypad number from 2 to 9.
4. Edit the phone menu message so it matches your keypad choices, then click **Save**.
5. Open each user and add them to their call groups.
### Before you start
- You need the **Manage account settings** permission. Without it, the **Edit** links on **Company Phone Numbers** and **Menu Options** are hidden, and MetaFleet refuses new call groups and renames.
- If MetaFleet manages your number, your Twilio integration must be active.
- Your business number must already show under **Company Phone Numbers**. If it doesn't, contact your CSM or the MetaFleet Support team.
- Create your users first, with the right roles. See [Add a User and Set Their Role, Service Area and Skills](https://support.metafleet.ai/creating-a-user?hsLang=en).
### Open Phone System
Click **Settings**, then **Phone System**. The page has three cards: **Company Phone Numbers**, **Call Groups** and **Menu Options**.
### Check your business number
Your number appears under **Company Phone Numbers**. To change it, contact Support. The **Edit** link on this card doesn't save a new number.
### Create a call group
1. **Start the group.** On the **Call Groups** card, click **Add**.
2. **Name it.** Enter a short name, such as Dispatch, Finance or Operator.
3. **Save it.** Click **Submit**.
To rename a group, click the pencil icon on its tile, change the name and click **Submit**.
### Assign groups to keypad numbers
Keypad numbers 0 and 1 are built in and can't be changed. **0** is Dial Extension. **1** texts the caller a link to start a service order. You choose what 2 through 9 do.
1. **Open the menu.** On the **Menu Options** card, click **Edit**.
2. **Pick a group.** For each number from 2 to 9, open the dropdown and choose a call group. Leave it on **Select action** to turn that number off.
3. **Save.** Click **Save**.
The **Menu Options** card then lists the built-in keys and your custom keys. Keys with no group show **Nothing**.
### Edit the phone menu message
The unlabeled text box at the top of the **Edit Menu Options** window is your menu message. The **Menu Options** card shows it as **Phone Menu Message**. Write one phrase for each keypad number you use, and keep it in step with your choices above. For example:
> Press 0 if you know your party's extension... Press 2 for Dispatch... Press 3 for our Finance Team... And press 9 for the next available representative...
The default message separates each phrase with an ellipsis (...). Do the same to keep the phrases apart.
Click **Save**. The new message shows on the **Menu Options** card.
### Add users to call groups
A group only rings the users who belong to it.
1. **Open the user.** Go to **Settings › Users** and click the person.
2. **Edit their groups.** On the **Call Groups** card, click **Edit**.
3. **Select groups.** Click each group tile the user should get calls for.
4. **Finish.** Click **Done**.
The same page has a **Personal Extension** card. It goes with keypad number 0, **Dial Extension**.
### Test it
Call your business number and press each key. Check that the call rings in MetaFleet for the right users.
### Troubleshooting
| Symptom | Likely cause | Fix |
| --- | --- | --- |
| Incoming calls don't ring a user | The user isn't signed in to MetaFleet on the web, or isn't in the group | Ask the user to sign in. Then check their **Call Groups** card. |
| The wrong team gets the call | A keypad number points at the wrong group | Click **Edit** on **Menu Options** and change the group for that number. |
| A group is missing from the dropdown | The group wasn't created | Click **Add** on the **Call Groups** card and create it. |
| Callers hear options that don't match the keys | The menu message wasn't updated | Edit the **Phone Menu Message** so it matches your keypad choices. |
| Adding or renaming a call group fails | Your role can't manage account settings | Ask an admin with the **Manage account settings** permission to add or rename the group. |
| No call rings anyone | The Twilio integration is off or set up incorrectly | Contact your CSM or the MetaFleet Support team. |
| You don't see the **Edit** link on **Company Phone Numbers** or **Menu Options** | Your role can view account settings but not manage them | Ask an admin with the **Manage account settings** permission to make the change. |
### FAQs
**Can I port my existing business number?**
Yes. MetaFleet can port your existing number. Contact your CSM or Support to start.
**Do users need to be signed in to get calls?**
Yes. A group call shows up as an incoming call in MetaFleet, so users need to be signed in on the web.
**Can I route calls to a mobile phone?**
Not from this page. Calls ring users inside MetaFleet.
**Can I delete a call group?**
The **Call Groups** card only lets you add and rename groups. To stop using a group, set its keypad number to **Select action** and clear it from each user.
**Can I record my own greeting?**
No. You edit the text of the menu message, and MetaFleet reads it to callers.
**Does MetaFleet take voicemail?**
No. MetaFleet doesn't record voicemail.
### Related articles
- [Take and Review Customer Calls](https://support.metafleet.ai/take-and-log-customer-calls?hsLang=en)
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