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.
⚠️ 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.
✅ Have more than one location? You can turn Phone Routing on or off for several locations at once from the Phone page.
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 routing.
In your Owner dashboard, go to Settings, then Phone routing. 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 the Phone page. This restores your previous phone setup, and new calls go straight to your restaurant. Your past calls and recordings stay available, and you can turn it back on anytime.
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 change to Off. Your previous phone setup is back.
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. 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.