Direct Connect allows you to have one phone number for your business, but up to 10 extensions. Your callers choose the extension to reach their intended person. Each extension is individually configurable.
When a caller reaches the AI Receptionist and says “extension N” (where N is 0 to 9) or “extension” or presses 77 (or 72 for secondary language) at any time during the greeting conversation, they are directly connected to an extension. If the extension number is not known, they are asked for it. If it was provided, they are connected to that extension. Callers can also say “ninety-nine” or press 99 to hear a staff directory. (Note: all these keywords are detected only in the business primary language or secondary language.)
Up to 10 extensions can be assigned to team members, departments, or roles. Each extension has its own routing configuration — set independently from the dashboard.
Each extension has its own direct connect mode, configured on its settings page in the dashboard:
| Mode | What Happens |
|---|---|
| Disabled | Direct connect is turned off for this extension. |
| Ring Phone, Then Voicemail | The person’s phone rings. If no answer, the caller is sent to that person’s voicemail. |
| Ring Phone, Then AI | The person’s phone rings. If no answer, the caller is connected to their personal AI Receptionist. |
| Direct to Voicemail | The caller goes straight to that person’s voicemail without ringing. |
| Direct to AI | The caller is connected to their personal AI Receptionist without ringing. |
When a “Ring Phone” mode is selected, a phone number must be set for the extension, and the number of rings before fallback can be configured from 1 to 20 (default is 5).
Because ServiceFlow handles the call routing, multiple callers can use Direct Connect at the same time without blocking your phone number. Each call is routed independently to the right extension.
Direct Connect is included in every ServiceFlow plan. Start your free trial and see how it works with your business.
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