Shared phone agents for organizations

Shared phone agents for organizations

When your business needs a shared phone line, an organization owner or admin can buy a phone number that the entire team shares. The phone agent is owned by the organization — not by any individual — and all costs are billed to the organization's account.

How it works

An org admin creates a Telephone Agent and purchases a phone number for the organization. Once active, the phone agent becomes visible to all organization members. Just like a personal phone agent, you choose between two modes — AI answers the call, or your team answers the call. The difference is that calls are routed to your team members in priority order, not to a single forwarding number.

Setting up a shared phone agent

1. As an organization Owner or Admin, create a new Telephone Agent.
2. When purchasing the phone number, choose Buy for organization. The setup fee, monthly fee, and per-minute usage are all billed to your organization's payment method.
3. Configure the agent as you would any phone agent — set the greeting, voice, personality, FAQs, and documents.
4. Go to Call Routing in the agent settings to add team members who should receive calls.

Call routing

Call routing determines which team member receives a call. This applies to both modes of the phone agent:

• AI answers mode — The AI handles the conversation. When the caller asks to speak with a real person, the call is forwarded to team members in priority order.
• You answer mode — Every incoming call goes directly to team members in priority order. No AI conversation happens.

You add organization members to the routing list and assign each one a priority. When a call needs to reach a person:

1. The system calls the highest-priority member first.
2. If they don't answer within 20 seconds, it automatically tries the next member.
3. This continues down the priority list until someone picks up.
4. If no one answers, the call is marked as missed.

Each member on the routing list has their own phone number (their personal or work mobile). You can add, remove, or reorder members at any time. You can also temporarily deactivate a member without removing them — useful when someone is on vacation or unavailable.

Only organization Owners and Admins can manage the routing list.

What members can see

All organization members can see the shared phone agent in their dashboard. They can view call history, listen to recordings, read transcripts and summaries, and review inquiries. When a call comes in, all members on the routing list are notified in real time via the call banner in Wysor.

Members can also use live call controls (hold, resume, transfer, end) when they are on an active forwarded call.

Billing

All phone agent costs — the setup fee, monthly subscription, and per-minute usage — are billed to the organization's payment method. Individual members are never charged for shared phone agent usage. The organization's spending cap (if set) applies to phone usage as well.

You can have multiple shared phone agents in one organization — for example, a sales line and a support line, each with their own routing and settings.

Differences from personal phone agents