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Voice & phone calls

Setting up inbound voice calls

Enable AI call answering on a building and confirm what callers hear.

Updated June 9, 2026 3 min read

Voice answering is configured per building, so you can turn it on property by property.

The good news: there’s no telephony to wire up. Your building’s phone number is already voice-capable, and the AI already has its knowledge base, so setup is really just two decisions, whether calls are answered and what happens when a human is needed.

  1. 1

    Open the building’s Voice settings

    Go to Properties → [your building] → Voice.

  2. 2

    Enable call answering

    Toggle voice answering on. Rezi routes calls to your building number through the AI voice agent.

  3. 3

    Choose escalation behavior

    Decide what happens when a human is needed: forward to your number, take a message, or both.

  4. 4

    Place a test call

    Call the building number and confirm the greeting, an answered question, and an escalation all work.

How the greeting works

You don’t write the greeting. The assistant opens every call with its built-in identity: it names the property so callers know they reached the right place, introduces itself as the AI assistant, and invites the question, all in the same consistent voice that handles your texts. There are no phone menus to navigate, callers just start talking, and the assistant answers from your knowledge base.

Choosing escalation behavior

This setting decides what “let me get a human” means for this building. Forward rings a real phone, right for emergencies and for businesses where a live human matters (set the forward target to a number someone actually answers, see forwarding calls). Take a message has the AI capture the caller’s name, number, and need, then notify you, right for after-hours and lower-stakes handoffs (how messages work). Both tries the forward first and falls back to a message, the most common choice. Whatever you pick, emergencies always notify your on-call contact.

The test call, done properly

Don’t just listen to the greeting and hang up. Run a real script: ask a knowledge base question (“what’s the parking situation?”), ask something you know isn’t in the knowledge base and confirm it offers to take a message rather than inventing an answer, then say “I’d like to speak to a person” and verify your escalation behavior fires, the forward rings the right phone, or the message arrives in your notifications. Five minutes here is the difference between confidence and hope. The go-live checklist folds this into the broader launch routine.

The greeting sets expectations

The built-in greeting names the property and the assistant, so callers immediately know who they’re talking to without any setup from you.

Can I enable voice on some buildings but not others?
Yes, voice is a per-building toggle. Many operators pilot it on one property, then roll it out everywhere once they’ve heard it in action.
What happens to calls if voice is disabled?
The number still receives texts as usual, but calls behave like an unanswered line. If you want calls covered without full AI answering, consider enabling voice with a take-a-message configuration.
Can I change the assistant’s voice or greeting?
No. The assistant has one built-in identity and voice for every building. The greeting automatically names whichever property the caller reached, so each call still feels specific to that property.
How quickly does a settings change take effect?
Immediately, the next inbound call uses the current configuration, which makes test-edit-retest a fast loop.

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