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Vocal is AI-first, not AI-only. Ring groups are how your team takes the calls that should reach a person — with the AI catching everything that would otherwise hit voicemail.

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Create a ring group

  1. Open Settings → Ring groups.
  2. Create a group — “Sales,” “Office,” “On-call” — and add members.
  3. Use it anywhere calls route: as a Ring group step in a call flow, or as a transfer destination for your AI agent.
Members answer on the desktop app or in the browser — no desk phones to buy.

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Two ways calls reach your team

From a call flow — route calls to the group before the AI (say, during business hours). If nobody answers, the flow continues to its next step — usually the AI agent, so the caller still gets a real conversation instead of voicemail. From the AI, mid-call — when a caller asks for a person (or hits one of your transfer rules), the agent offers to connect them and rings the group while keeping the caller on the line. If someone picks up, the call hands off. If everyone’s busy, the caller is never stranded — the agent comes back, says so honestly, and takes a message or books the callback.

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Making transfers feel good

  • Give the agent transfer rules with teeth. “Transfer anyone who says ‘emergency’ immediately; for everything else, collect name and reason first” — so your team answers already knowing who’s calling and why.
  • Don’t route around your own AI. Teams often start with team-first-then-AI, then flip to AI-first once they read a week of transcripts. Let the data decide.
  • After-hours transfers — combine with a business-hours check so “talk to a human” books a callback at night instead of ringing empty desks.