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A team is your company’s account. Each phone line on the team usually stands for one location, so “location” and “phone line” mean the same thing in these docs. The API calls it phone_line.

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What each phone line can set

A phone line uses the team’s settings unless you change them for that line. Each line can have its own:
  • Greeting, voice, hours, and instructions for the AI
  • Forwarding rules for when to send a caller to a person
  • Point-of-sale integration, if your locations run different systems. See POS integrations.
  • Team members. A member assigned to some lines sees only those lines. See Team members and roles.
  • Notifications. Each member can choose different alerts for each line. See Notifications.

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Several sites on one number

If several sites share one phone number, they share one phone line. The AI can ask callers which site they mean, but reports and the API count that line as one location. To report on each site separately, give each site its own number.

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Filter by location in the API

  1. Call GET /account. phone_lines lists each line’s id, name, and phone_number.
  2. Conversations and conversation tasks have a phone_line object with the line’s id. It is null for older conversations with no line and for form tasks. Conversation and task search has no location filter, so filter in your code: conversation rows by row.phone_line?.id, task rows by row.conversation?.phone_line?.id.
  3. Reports take "group_by": "phone_line" for one row per location, or "filters": { "phone_line_id": 2181 } for one location. The metric catalog lists which metrics group by phone line.
The webhook’s task.created event carries the location as data.conversation.phone_line (and in the older location.phone_number_id field). Form tasks can have no phone line. With the MCP server, name the location in plain words, such as “What was our AI-resolved rate at the Lamar Blvd location last week?”

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Pricing

Phone answering is priced per location, not per user. See answeringagent.com/pricing.