Phone Numbers

Documentation Index

Fetch the complete documentation index at: https://docs.decodahealth.com/llms.txt

Use this file to discover all available pages before exploring further.

The Phone Numbers page is the home for everything related to inbound calling. From here you provision numbers, set up call routing, attach AI assistants and ring groups, schedule closures, and forward calls. For an overview of how phone numbers fit into the broader AI Assistants system, see AI Assistants. To open this page, go to Settings > AI Assistants > Phone Numbers.

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The Phone Numbers Page

Each provisioned number appears as a card with:

• The number itself, formatted for readability. Click the number to open its configuration page.
• Status badges that summarize what the number is doing right now (see Status badges).
• Calls row showing which assistants and ring groups handle calls on this number, or a link to set one up.
• Campaign badge showing the number’s 10DLC texting campaign state, if your tenant uses one.
• Three-dot menu with actions for editing, forwarding, enabling, setting as primary, or releasing the number.

If a Texting Assistant is configured for your tenant, a banner at the top of the page reminds you which assistant handles SMS on every enabled number, with a shortcut to its configuration page.

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Search and Filter

Use the filter bar above the cards to search by:

• Name — Matches assistant names and ring group names attached to a number.
• Number — Matches the digits of the phone number itself.

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Status Badges

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Provision a New Number

A newly provisioned number starts as Not Configured. Click the card to open its configuration page and add an assistant, ring group, or forwarding rule.

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Configure a Phone Number

Click any number card to open its configuration page. The page is split into two columns:

• Left column — Three handler types stacked: Ring Groups, AI Assistants, and Closures. Each section has an Add button and lists the items currently attached to this number.
• Right column — A Weekly Schedule timeline showing every handler’s hours at a glance, plus a stacked form panel that swaps in when you open an editor.

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Header Settings

At the top of the configuration page you can set:

• Timezone — Used for every schedule on this number. Change once, and all blocks shift to the new zone.
• Location — Which clinic location this number serves.
• Ring Group Failover — An AI assistant that picks up when no one in a ring group answers the phone. Pick an existing assistant or + Create New to add one inline.
• Caller ID — A success badge shows the practice name that displays on outbound calls. If no Caller ID is set up, a warning badge appears — contact support@decodahealth.com to configure it.

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Add Handlers

You can build a routing setup three ways: From a section’s Add button In the left column, click Add Ring Group, Add AI Assistant, or Add Closure. The form opens in the right column. From the timeline Click an empty cell on the Weekly Schedule timeline. A small menu opens with three choices: Ring Group, AI Assistant, or Closure. Pick one and the form opens with the day and hour you clicked already filled in. From a row in the left column Click an existing handler’s row to highlight it on the timeline, or click Edit on the row to open the form for that handler.

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Ring Groups

Ring groups are lists of staff phone numbers that ring during scheduled hours. If no one in the group answers, the call falls over to the Ring Group Failover assistant set in the header. Add one from the Ring Groups section of the left column. Each ring group has a name, a list of staff numbers, and a weekly schedule.

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AI Assistants

AI assistants on this page handle inbound calls. Each assistant has a name, a greeting, a custom prompt, a set of tools, an AI model, and (usually) a schedule. For details on every field in the assistant form, see AI Assistants > Phone Numbers and Inbound Calling. The first handler you save on a number becomes the off-hours handler automatically. Any handler you add after that must have a schedule — the system blocks you from creating a second always-on handler so off-hours coverage stays unambiguous.

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Closures

Closures are time blocks (holidays, lunch breaks, recurring days off) when scheduled routing is paused. Calls during a closure go to the off-hours handler. Closures support both recurring patterns (every Tuesday afternoon) and one-off date ranges (a specific holiday). Add one from the Closures section of the left column.

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Routing Priority

When a call comes in, Decoda picks a handler in this order:

1. Closures — Block scheduled routing during configured times. Calls fall through to the off-hours handler.
2. Scheduled AI Assistants — AI assistants override ring groups during their scheduled hours (useful for a lunch-break assistant).
3. Scheduled Ring Groups — Ring groups route calls to live staff during their scheduled hours. If no one answers, the Ring Group Failover assistant handles the call.
4. Off-Hours Handler — One assistant or ring group handles every call when no schedule is currently active.

Click How is call routing prioritized? below the weekly schedule to see this list inside the app.

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Forward, Enable, or Release a Number

The three-dot menu on each card on the Phone Numbers page lets you:

• Edit number — Open the configuration page.
• Forward calls (or Update forwarding) — Forward this number to another phone number you own or to one of your AI numbers. See Forwarding below.
• Enable number — Re-enable a disabled number so it starts handling calls again.
• Set as primary — Mark this as the primary number for the tenant.
• Release number — Permanently release the number from your account.

Release is disabled in two cases:

• The number was provisioned within the last 14 days.
• The number still has assistants or ring groups attached. Remove them from the configuration page first.

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Forwarding

Forwarding lets you point an unconfigured number at an existing phone number without setting up handlers from scratch — useful for staging a new number or routing several numbers to a single AI assistant. To turn forwarding off, open the forwarding dialog again and clear the destination, or attach an assistant or ring group on the configuration page.

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10DLC Campaign Status

If your tenant uses a 10DLC texting campaign (required for SMS in the US), each number card shows a small campaign badge: Hover the badge to see the campaign name. The Assign action is only shown when the number is not currently part of the campaign.

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Advanced