ℹ️ Phone Routing is a simple keypad prompt, not an AI Phone Ordering service. It doesn't answer questions or take orders.
How Phone Routing works
When a guest calls your restaurant, they hear a short prompt with two options:
Press 1 gets them a text with a link to order online.
Press 2 connects them to your restaurant.
If the guest presses any other key, the call goes through to your restaurant. If they don't press anything at all, they hear the options again, and after three tries the call ends with a short goodbye.
Turn on Phone Routing
You turn on Phone Routing yourself, and Owner handles the setup for you. On the Phone page you can watch a short video about how it works, and select See what it sounds like to call a demo number and hear the prompt your guests will hear.
You choose between two options:
Get a new number: Owner creates a new managed number and updates your website and listings with it. Your existing number keeps working exactly as it does today, and guests see the new one. This is the quickest option and needs no setup on your side.
Keep your existing number: your number stays the one guests see. Calls forward through Owner, and guests who press 2 are connected to a second line at your restaurant. This takes a few extra steps and needs a second phone
number.
⚠️ To get a new number, your business listings need to be ready for Owner to update. If they're not ready yet, you'll see a message asking you to sync them first. Keeping your existing number doesn't depend on your listings, so you can set that up anytime.
Get a new number
In your Owner dashboard, open the Phone page.
Click Turn on Phone Routing.
Owner creates a new managed phone number, connects it to your current number, and updates your website and listings.
Watch the Phone page for live status. Setup takes a few seconds.
The number shown on your website, Google Business Profile, and listings updates to your new Owner-managed number. Your original number stays connected behind the scenes, so calls always get through. You can switch back to your original setup anytime.
✅ Have more than one location? You can turn Phone Routing on or off for several locations at once from the Phone page.
Keep your existing number
If you'd rather guests keep seeing the number they already know, choose Use Existing Number when you turn Phone Routing on. Your number stays public on your website and listings. Calls to it forward through Owner, so guests still hear the prompt, and anyone who presses 2 is connected to a second line at your restaurant.
⚠️ You'll need a second phone number, different from the one guests call. Because your main number forwards to Owner, calls from guests who press 2 need somewhere else to go. Any separate number that reaches you works, like a back-office line, your kitchen phone, or your mobile. If you don't have a second number, choose the new-number option instead.
To set it up:
On the Phone page, click Use Existing Number.
Enter your second phone number.
Click Create Routing Number. Owner sets up a routing number for you in a few seconds.
From your main restaurant line, dial *72 and follow the prompt to enter the routing number shown on your screen. This turns on call forwarding. Most carriers support this.
Back in your dashboard, click Verify and turn on.
✅ There's no downtime. If you've set up forwarding but haven't clicked Verify and turn on yet, calls go straight to your second line. You can cancel setup at any point, and change your second number later.
Change your Phone Routing number
When Phone Routing is first set up, Owner looks for a number with the same area code as your main line. If none are free, we try other area codes that serve your area, then anywhere in the country. What's available changes over time, so an area code you wanted before may be free now. You can check for one and switch to it yourself.
In your Owner dashboard, go to Settings, then Phone.
Select Phone setup.
Next to your number, click Change.
Type the 3-digit area code you want, then click Check availability.
If a number is free in that area code, click the button to take it.
Owner assigns your new number and updates the number guests see on your website, Google Business Profile, and listings. If no numbers are free in that area code, try another one or check back later. Numbers free up over time.
Change the voice guests hear
Guests hear your prompt spoken in a voice you choose, using your restaurant name. Both live in Settings, then Phone, then Voice & pronunciation.
In your Owner dashboard, go to Settings, then Phone, then Voice & pronunciation. You can also get there from the gear icon on the Phone page.
Under Voice, choose Male or Female.
In Restaurant name pronunciation, type your restaurant name the way it sounds when you say it.
Click Preview greeting to hear what your guests will hear. If you changed the pronunciation, you need to preview it before you can save.
Click Save.
✅ Spell your name the way it sounds, not the way it's written. For example, Rig A' Tony's Italian Takeout & Catering becomes Rig-a-Tony's Italian Takeout and Catering.
Turn off Phone Routing
To stop using Phone Routing, turn it off from your Phone settings. New calls go straight to your restaurant. Your past calls and recordings stay available, and you can turn Phone Routing back on anytime.
In your Owner dashboard, go to Settings, then Phone. You can also get there from the gear icon at the top right of the Phone page.
Select Phone setup.
Follow the steps below for your setup.
If Owner gave you a new number:
Click Revert to previous setup.
Review the message and click Revert to previous setup again to confirm.
Wait for the status to change to Off. Your previous phone setup is back.
If you kept your existing number:
⚠️ Turn off call forwarding first. Your main line forwards calls to Owner, so if you skip this step, calls keep going to Owner after you turn off Phone Routing.
Click Turn off Phone Routing.
From your restaurant's main phone line, dial *73 to turn off call forwarding.
Call your main number from another phone to make sure it rings at your restaurant.
Click Cancel setup.
If *73 doesn't work, contact your phone provider and ask them to turn off call forwarding.
What you'll see on the Phone page
The Phone page shows how Phone Routing is doing:
Your Phone Routing status
Your listings status, so you can see when Google, Yelp, and Apple Maps have updated, or if a listing needs attention
Your Owner-managed number
Calls and transfers
Online orders and attributed sales
Recent call details, recordings, and transcripts (for eligible transferred calls)
See caller info on the Owner POS
If you use the Owner POS, Phone Routing also shows caller info on your Checkout screen so your team can respond faster. When a guest presses 2 to speak with you:
A Phone calls button appears on the Checkout screen, showing how many calls are active.
Tap it to open Active Calls, where you'll see the caller's phone number, and their name if you have them on file.
View order #1234 opens an Owner order the caller placed in the last 3 hours. The button shows their real order number.
Start order begins a new order with the caller's info already filled in.
The call still rings on your restaurant phone. The POS just helps your team spot who's calling and respond faster.
ℹ️ Caller info needs Phone Routing active and your POS on the latest version. If your Checkout screen doesn't show the Phone calls button, contact support. A call clears when you tap View order or Start order, when the caller hangs up, or when the call goes inactive.
FAQs
Can guests still reach me directly?
Yes. Guests press 2 and the call comes straight to you, and pressing any other key connects them too. If they don't press anything at all, they hear the options again, and the call ends after three tries.
Will I lose my current number?
No. If you choose a new Owner-managed number, your original number keeps working just as before. The number shown publicly on your website and listings updates to the new one, and calls still come straight to you. If you'd rather guests keep seeing your current number, choose Use Existing Number when you turn Phone Routing on.
Can I pick the area code guests see?
Yes. Go to Settings, then Phone, then Phone setup, and click Change next to your number to check what's available.
Do I need a new phone or device for this?
No. Phone Routing works with the phone setup you already have, so there's nothing new to buy or install. Calls still ring on the same phone you use today.
What happens if there's an outage?
Calls fail safe and go straight to your restaurant.
Is Phone Routing available in other languages?
Not yet. Phone Routing is available in English only right now.
Will changing my number on Google affect my SEO?
No. When you turn on Phone Routing, Owner updates your number everywhere it appears, including your website and Google Business Profile, so it stays consistent across your listings. Your SEO isn't affected.