Phone numbers and routing

See your Seglo Phone numbers and who each one rings, choose how each shop's calls are handled, block callers, and check devices and phone activity.

A call to your shop should reach someone: a groomer between dogs, the AI receptionist, or at least voicemail. This is where the owner sees each number, who it rings right now, and what happens when nobody picks up.

Open in app: Seglo Phone on the web: Phone settings in the sidebar, or Settings → Seglo Phone. Old Phone Numbers links open the same page.

The Seglo Phone page on the web has three tabs: Numbers, Devices and Activity. Call handling can also be changed in the Seglo Phone app, as described below. The Seglo appointment app has no phone settings. Your Seglo Phone plan and invoices are under Subscription.

Check each number (web app)

Open the Numbers tab. Under Your numbers, each number has a card with its shop and what it carries: Voice calls, SMS and MMS. A number still being set up shows Pending.

The top of each card says whether a call reaches someone right now, and Who rings lists each person with the reason they will or won't ring. That list, and how to fix a silent line, is in Who rings when a call comes in.

To add another number, choose Add a number. It opens the same setup as your first one: see Set up Seglo Phone.

Choose what happens when someone calls

Call handling is set per shop. Every number at a shop follows its settings.

Web app

Owner, or anyone allowed to change settings.

On the Numbers tab, scroll to Call handling. It says which shop you're editing. With more than one shop, use Change location.
Under During business hours, pick one:
- Staff first: ring your team. If nobody answers, the AI receptionist takes over, or voicemail if you don't have it.
- AI receptionist first: the AI receptionist answers straight away. Needs the AI receptionist add-on.
- Staff only: ring your team, then voicemail.
With Staff first or Staff only, set Ring duration (10 to 60 seconds), and optionally a number under Forward unanswered calls to (optional). That number takes unanswered calls instead of the AI receptionist or voicemail.
Under Outside business hours, pick AI receptionist, Voicemail, or Same as business hours.
Choose Save on the You have unsaved changes bar.

During business hours in web Call handling, with the three call flows, the ring duration slider and the forwarding number field

When Outside business hours is Voicemail, the greeting callers hear shows underneath. To change its words, use the Seglo Phone app.

If you switch shops with unsaved changes, the page asks before discarding them.

Seglo Phone app

Owner, or anyone allowed to change settings.

Open More → Phone settings.
In the shop's section, tap Call handling.
Tap Call Workflow to pick Staff First, AI Agent or Staff Only, and set the ring time. Tap Save.
Tap After Hours to pick AI Agent, Voicemail or Same as Business Hours.
Tap Voicemail to turn voicemail on or off and change the message callers hear.

Call Handling for one shop: Call Workflow, After Hours, Voicemail and Call recording, then Call Blocking

The app and the web change the same settings. Forwarding unanswered calls is only on the web; the voicemail message is only edited in the app.

What the AI receptionist says and can do is set in Receptionist settings.

Record a shop's calls

Call recording sits in the same call handling, on the web and in the Seglo Phone app. See Call recording.

Block the callers you don't want

Clients you've marked as blocked in their profile can be stopped from getting through. They hear a busy tone instead of reaching your team or the AI receptionist.

Web app: in Call handling, switch on Block calls from blocked clients, then Save.
Seglo Phone app: in Call handling, switch on Block Blocked Clients under Call Blocking.

See where your team is signed in (web app)

Open the Devices tab. The top shows how many people have phone access and what that costs per month. As the owner, switch on I take calls on the Seglo Phone app to ring your own phone too.

The Devices tab: people with phone access and the monthly total, the owner switch, and each signed-in device with Rename and Sign out

Below that, Devices lists every phone and tablet signed in to the Seglo Phone app, with its last activity and whether it Rings for calls or why it Won't ring. Devices don't change your bill.

Rename a device to tell two phones apart. Only you and your team see the name.
Sign out a device to stop it ringing. The person keeps phone access and can sign in again.

To give or remove someone's phone access, see Set up Seglo Phone.

See what changed on your phones (web app)

Owner, or anyone allowed to manage Seglo Phone.

Open the Activity tab for a log of sign-ins and sign-outs, phone access given or removed, numbers muted or unmuted, and Do Not Disturb changes. Use Show activity for to see one person, and Load more for older entries.

Emails Seglo sends about your numbers

Seglo emails the business owner at each step:

Situation	Email subject starts with
A new number is ordered	Your number order is in
A new number is live	… is active
A port request is lodged	Port request received
A port completes	… ported successfully
A port fails	Port failed
Nobody can receive a number's calls	Nobody is receiving calls on …
A number moves to another provider, or Seglo Phone ends	See Move your number or end Seglo Phone

The page doesn't update on its own while a number is being set up. Reload it after one of these emails.

Two-way SMS and native MMS with customers

Each Seglo Phone number is an Australian 04 virtual mobile number with voice calls, two-way SMS and native two-way MMS. Customers call, text and send picture messages to that same number. SMS and MMS arrive in a shared team inbox, in Messages in the Seglo Phone app and on the web, where any authorised staff member can continue the thread. See Messages and Calls. Outbound replies show the business number, never the staff member's personal number.

Automated texts use your number too, when you have one

It's not just staff replies. A grooming business's ready for pickup text can send from its own Seglo Phone number. If the customer replies, it lands in the same shared thread as every other message from them. There's nothing extra to turn on for that conversation.

Send and receive MMS picture messages (Seglo Phone app)

In the Seglo Phone app, tap the attachment icon in a conversation and choose an image from the camera roll. The customer receives the picture as native MMS in their phone's Messages app. Seglo does not replace that picture with a viewer link.

Customers can send pictures back to the same 04 number. Inbound MMS appears in the shared team inbox against that customer, so the picture and the reply stay in one conversation rather than on one person's handset.

What's not supported: video messaging. SMS and MMS picture messages work in both directions.

Tips

Calls going to the wrong place? Check the shop's During business hours choice first, then Who rings on the number's card.
A number moved to another shop picks up that shop's call handling and recording setting.
Set up a business location first. Numbers belong to a shop.
The AI receptionist handles voice calls only. It does not send SMS replies itself; your team replies, in the Seglo Phone app or on the web.

Set up Seglo Phone: get a number and give your team phone access.
Who rings when a call comes in: ring switches, Do Not Disturb and the number you call from.
Call recording: record a shop's calls.
Recent calls: the call history for these numbers.
Receptionist settings: the AI receptionist's voice, greeting and actions.
Move your number or end Seglo Phone: take a number to another provider.