How to set up Smart Call Router (Beta) to answer and route your calls with AI

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📝 Set up Smart Call Router (beta) so AI answers your forwarded calls, routes them, books jobs, and sends follow-up texts automatically.

Table of contents

• Overview
• Before you start
• Step 1: Activate your Smart Call Router number
• Step 2: Forward your calls to the router number
• Step 3: Set your basics
• Step 4: Choose a greeting style
• Step 5: Turn on your caller paths
• Step 6: Set up human transfer
• Step 7: Choose how the AI handles new requests
• Step 8: Set up text messages
• Step 9: Choose who gets notifications
• Step 10: Turn on the router and test it
• Troubleshooting

Overview

Smart Call Router gives you an AI phone agent that answers calls sent to a dedicated LeadTruffle number, greets the caller, routes them where they need to go, and follows up by text — so calls you'd otherwise miss don't slip away.

Setup happens on the Smart Call Router page in your LeadTruffle dashboard and has three parts:

• Activate a router phone number
• Configure how the AI answers and routes callers
• Configure text messages and notifications

Before you start

A couple of things unlock specific features:

• Texting (10DLC): The switch-to-text caller path and follow-up texts require active 10DLC texting on your account. If 10DLC isn't active, the text-message path can't be turned on.
• Booking integration: To let the AI book jobs directly into your CRM, you'll need a supported booking integration connected first.

You don't need either to get started — the AI can qualify callers and take messages on its own.

Step 1: Activate your Smart Call Router number

Your AI agent needs its own local number to answer on.

1. Open Smart Call Router in your LeadTruffle dashboard.
2. Enter a 3-digit area code — LeadTruffle shows available local numbers.
3. Select a number. LeadTruffle purchases and provisions it for you automatically.

Once activated, this becomes your inbound Smart Call Router number. You can copy it right from the Smart Call Router page to use in your forwarding rules.

Step 2: Forward your calls to the router number

This is the step that actually sends calls to the AI. Nothing reaches Smart Call Router until you forward calls to it.

In your phone system or carrier settings, forward the call paths you want the AI to handle to your Smart Call Router number, such as:

• Missed calls
• Busy calls
• After-hours calls
• Any other path you'd like the AI to cover

Step 3: Set your basics

These settings shape how the AI introduces itself and when it operates. Configure:

• Company name — how the AI refers to your business
• Assistant name — the name your AI agent goes by
• Voice — choose from Jaqueline, Cassidy, Average Joe, or Blake
• Business hours
• Call transfer hours — when live handoffs are allowed
• Callback promise — the fastest follow-up window the AI should mention (e.g. "Within 15 minutes," "Within 1 hour," or "Within 1 business day")

Step 4: Choose a greeting style

Pick how the AI opens each call:

• Menu first — the AI greets the caller and offers choices up front, like text, voicemail, AI help, existing-customer support, or a live transfer.
• Assistant first — the AI answers more conversationally and routes based on what the caller says.

You can also turn on a custom greeting to write your own opening line. If custom greeting is off, LeadTruffle generates the greeting from the caller paths you've enabled.

Step 5: Turn on your caller paths

Caller paths are the options available to the person calling. Enable the ones that fit your business:

• Text message — lets the caller move from the voice call to SMS
• Voicemail — captures a message for callback
• AI assistant — helps with new service requests, qualification, and booking (configured in Step 7)
• Existing customer — routes support, billing, job-status, cancellation, and reschedule requests toward your team
• Human transfer — attempts a live handoff to your team (set up in Step 6)

Step 6: Set up human transfer

Only needed if you enabled the Human transfer path in Step 5. If you did, you must configure at least one transfer option with a valid phone number.

Each transfer option includes:

• Name
• Phone number
• Transfer type
• "Use when" instructions — tells the AI when to choose this option
• Warm transfer readout message

Two transfer types are available:

Step 7: Choose how the AI handles new requests

For new service requests coming through the AI assistant path, choose what the AI is allowed to do:

• Book directly into CRM — creates the appointment using your connected booking integration. If you choose this, select the CRM/provider to use.
• Soft-schedule — captures the caller's preferred time, but your team confirms it later.
• Callback only — qualifies the caller and promises team follow-up.

You can also add up to 5 qualifying questions. The AI uses these to collect the lead details you care about.

Add custom behavior rules (optional)

You can add account-specific rules to guide the AI — things like escalation preferences, tone, emergency handling, or when to avoid booking.

Step 8: Set up text messages

There are two separate texting features, and they work at different times.

Switch to text

This happens during the call when a caller asks to text instead. LeadTruffle sends your saved handoff message through your LeadTruffle texting setup, then the AI says a closing line and ends the call.

Post-call follow-ups

These send after the call ends. You can add up to 5 follow-up options, each with:

• "Use when" criteria
• SMS message
• Active/inactive toggle

After each call, LeadTruffle reviews the transcript and sends one matching follow-up text if the call qualifies.

Step 9: Choose who gets notifications

Smart Call Router uses your existing notification contacts. There are two events:

• Smart Call Router call recap — an email summary after each router call ends (email only).
• Smart Call Router urgent follow-up — an alert when the system detects your team may need to jump in quickly (email or SMS).

Urgent follow-up can be triggered by things like:

• A failed live transfer
• A caller asking for a human
• Frustrated or upset language
• Emergency or urgent language
• High or emergency transfer intent

Step 10: Turn on the router and test it

Once everything's configured, toggle Smart Call Router on.

• When enabled, calls to your router number are answered by the AI.
• When disabled, the router won't handle calls even if calls are still being forwarded to that number.

Then place a test call to your router number to hear the greeting, walk through a caller path, and confirm routing works the way you expect.

Troubleshooting

Callers aren't reaching the AI. Check your forwarding first. Smart Call Router only answers calls that are forwarded or routed to your router number — confirm your phone system is sending missed, busy, or after-hours calls there, and that the router toggle is on.

The text-message path won't turn on. This path requires active 10DLC texting. Confirm 10DLC is active on your account.

The AI isn't booking appointments. Direct booking requires a connected booking integration and the "Book directly into CRM" option selected in Step 7. If booking isn't enabled, the AI can still soft-schedule or request a callback.

Live transfers aren't connecting. Make sure Human transfer is enabled with at least one option and a valid phone number, and that the call falls within your configured transfer hours. Outside those conditions, the AI takes a message instead.

Need help? Contact us at support@leadtruffle.com or message the team via the chat on this article or in-app.

Updated on: 08/07/2026