ℹ️ Phone Routing is a simple keypad prompt, not an AI phone 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 doesn't press anything, the call goes straight to your restaurant.
Turn on Phone Routing
You turn on Phone Routing yourself, and Owner handles the setup for you.
⚠️ Your business listings need to be connected before you can turn on Phone Routing. If they're not ready yet, you'll see a message asking you to sync them first.
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.
✅ Running more than one location? You can turn them all on at once in this same flow.
Pause, resume, or restore
You manage Phone Routing from the Phone page. Here's what each option does:
Action | What happens | Use it when |
Pause | Calls go straight to your restaurant. Your Owner-managed number stays in place. | You want a temporary stop. |
Resume | Turns the order-online-or-connect prompt back on. | You're ready to use Phone Routing again. |
Restore previous setup | Turns off Phone Routing and returns to your original phone setup. | You want to stop using Phone Routing permanently. |
Pause or resume
Open Phone in your dashboard.
Open the location's action menu.
Select Pause or Resume Phone Routing.
Confirm. The status updates to Paused or Live.
✅ Use Manage locations to pause or resume several at once.
Restore your previous setup
Open Phone in your dashboard.
Open the location's action menu.
Select Restore previous phone setup.
Review the warning and confirm.
Wait for the status to confirm your original setup is back.
⚠️ Only use Restore when you want to stop using Phone Routing permanently. For a quick, temporary stop, use Pause instead.
What you'll see on the Phone page
The Phone page shows how Phone Routing is doing:
Your Phone Routing status
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.
Tap it to see the caller's phone number, and their name if you have them on file.
View order opens an Owner order the caller placed in the last 3 hours.
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 appears automatically once Phone Routing is active and your POS is on the latest version. 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, or simply wait without pressing anything, and the call comes straight to you.
Will I lose my current number?
No. Your original number keeps working just as before. The number shown publicly on your website and listings updates to your new Owner-managed number, and calls still come straight to you.
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.