---
title: "Set up a support phone number"
description: "Get a Gleap number or forward your existing number, then configure Kai, team routing and fallback handling."
url: https://help.gleap.ai/it/articles/16751996-set-up-a-support-phone-number
collection: "Kai Voice and phone"
updated: 2026-11-01
language: it
alternates: [en]
---

# Set up a support phone number

Get a Gleap number or forward your existing number, then configure Kai, team routing and fallback handling.

Open **Settings → Phone** to manage the numbers Kai and your team answer. Phone is marked **Beta**. Ordering a number needs an organisation administrator and a paid plan that includes Kai Voice.

### Get a number or keep yours

1.  Choose **Get a number**.
    
2.  Choose **Get a new number** or **Keep my number**.
    
3.  Choose the country, available number type and number, then name the line and choose its starting language.
    
4.  Complete the company details and any documents requested for that number.
    
5.  Review the price and ordering information before submitting the order.
    

![Phone settings showing the existing demo line and its setup status in the Pied Piper demo project.](https://staticfiles.gleap.io/p613b5dd730aed737108f87ab/LBAwSwMCK07PxYWMBWJQg2y3BqERbbwrsU6qf2dl4Qd4jtXpY5RDHky3PR8wyW3oJVYmXCgVNND.png)

A number can need review before it becomes live. Its status on the Phone page tells you whether it is connecting, in review, needs action, paused or live.

**Keep my number** uses forwarding from your existing provider to a Gleap number. Follow the instructions shown for the line; it does not mean the existing number has automatically been ported.

### Set Kai’s greeting

Open a line and choose **Kai & greeting**. Kai’s AI disclosure plays first. Set the greeting that follows, the voice and the starting language. Kai can follow the caller when they switch language.

Review **Press 0 for a person**, voicemail, team-call transcription and recording. Recording retention applies to new recordings. Only teammates with the relevant permission can listen to them.

### Set routing and handover

Under **Routing & handoff**, choose:

-   **Ring a team in Gleap**: ring eligible teammates in the configured order.
    
-   **Create a callback ticket**: send the request to the inbox for follow-up.
    
-   **Forward to a phone number**: call an allowed external number on a plan with forwarding available.
    

For team ringing, configure the steps and fallback. For external forwarding, enter the number with its country code and a ring time shorter than its voicemail. The person answering presses 1 to accept the call.

Outside opening hours, Kai still answers; when a person is needed, the caller is told the team will call back.

### Test before sharing the number

Save the line’s settings, then use **Try Kai now** for a browser test. Also call the actual number to verify provider forwarding, ringing and fallback. Check the ticket and transcript in the inbox.

Current number, AI-minute and forwarding prices are shown on the Phone page. Review those rates and limits for your workspace.

### Related

-   [Set operating hours and reply-time targets](https://help.gleap.ai/en/articles/296-set-operating-hours-and-reply-time-targets.md)
    
-   [Set up teams and how tickets are assigned](https://help.gleap.ai/en/articles/295-set-up-teams-and-how-tickets-are-assigned.md)