Managing Inbound Calls

Modified on Thu, 25 Jun at 10:26 AM

Assign calls to users, set up forwarding numbers, and control where inbound calls land.

What this covers

This guide outlines how to manage and configure inbound call routing inside TheraSaaS — assigning calls to users, setting up forwarding numbers, and ensuring calls are routed exactly as you want, or kept within TheraSaaS.

Configuration steps

1Verify your phone number
Log in to TheraSaaS, go to Settings, then click Phone Numbers. Make sure a phone number has been purchased and is listed here. If not, you'll need to purchase one before proceeding.
2Assign a phone number to a user
Go to My Staff under Team Management, select a user, and click Edit. Expand the Call and Voicemail Settings section, then check the Inbound Volume Number field. If the desired number isn't assigned, use the drop-down menu to assign a TheraSaaS phone number to this user.
3Check or set up call forwarding
From the TheraSaaS number
Go to Phone Numbers under Settings, click the three dots next to the number, and select Edit Configuration. In the Forward Calls To field, any number entered will receive inbound calls to this TheraSaaS number.
From user settings
Go to My Staff, click Edit for each user, and look under the Phone field. If a forwarding number is present, calls routed to this user will be forwarded there.
4Check the company number
Go to Business Profile in the Settings menu. Under General Information, check whether a Business Phone number is listed. This acts as the company number and will be the first destination for inbound calls if added.

How inbound calls are routed

When a client calls your TheraSaaS number, the system checks each destination in this order and forwards to the first one it finds:

Company number

If a Business Phone is listed in your Business Profile, the call is forwarded there first.

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TheraSaaS number forwarding

If no company number is set, the call checks the "Forward Calls To" number on the TheraSaaS number's configuration.

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Assigned user's forwarding number

If the number is assigned to a specific user, the call checks that user's forwarding number and routes there if present.

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✓

Stays within TheraSaaS

If no forwarding numbers are listed at any level, the call remains inside TheraSaaS.

Tip

If you don't want calls sent to the company number, simply remove it from the Business Profile — routing will then fall through to the next level.

Keep all calls inside TheraSaaS

To stop inbound calls from being forwarded externally, remove the forwarding number at every level:

Company number — go to Business Profile and delete the Business Phone number.
TheraSaaS number — go to Phone Numbers under Settings and remove the forwarding number under Edit Configuration.
Individual users — go to My Staff, click Edit for each user, and remove any forwarding numbers from their settings.

Best practice

Decide where calls should land first, then set forwarding at only that level. Leaving numbers at multiple levels still works — the highest-priority one simply wins.

Watch out for

A leftover company number is the most common reason calls go to the "wrong" place — it always takes priority. Check the Business Profile first when routing behaves unexpectedly.