> ## Documentation Index
> Fetch the complete documentation index at: https://docs.moneypenny.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Who picks up
> Keep the people and teams your agent puts callers through to — and see why changes here reach callers on your very next call.
Open your agent from the Agents list and go to the **Who picks up** tab, beside **Phone numbers**. It holds everyone this agent can put a caller through to: the **People** a caller can ask for by name, the **Teams** a journey step rings in turn, and a read-only panel about **A human receptionist**.
A sentence at the top sums up where you stand — "Callers can reach 4 people by name and 2 teams through your journeys" — and names anything that isn't reachable yet, such as a team no journey rings. When somebody is away, or has a number that can't be rung, it counts those too.
Only workspace admins can change who an agent rings. Everyone else sees the whole tab exactly as it is, with the controls hidden and a note saying so.
## What takes effect when
**Changes on Who picks up take effect on your next call. Changes to a journey go live when you [publish](/building/publishing).**
This is the one thing on the tab that works differently from the rest of the agent editor, and it's worth getting straight before you change anything.
| What you change | When callers get it |
| --------------------------------------------------------------------------------------------------------------------------- | ------------------- |
| Adding a person, correcting a number, switching somebody off, building or reordering a team, replacing the list from a file | Your next call |
| Adding the step that puts callers through, changing which team it rings, the wording around it | When you publish |
The reasoning is that a phone number is something you *maintain* — people join, leave and change phone, and you fix a wrong mobile in a hurry — while a journey is something you *design*, review and publish. So there's no draft here and nothing to publish: each panel says **Takes effect on your next call** as you work, and a team saves as you change it.
Because the list is live, it is also the one place in the editor that can tell you *no*. A change that would leave a live journey with nobody to ring is [refused at the moment you try it](#when-a-change-is-refused), rather than breaking a call later.
## The two ways a caller reaches somebody
Both start on the [Journeys](/building/journeys) tab, as an action on a step. In the action list they sit together under **Putting callers through**:
* **Put the caller through to whoever they ask for** — your agent listens for a name, finds that person in **People**, checks it has the right one, and rings them. There's nothing to choose on the step, because it searches everybody on your list.
* **Put the caller through to a team you choose** — the step names one of your **Teams**, and the call rings that team's numbers in order until somebody picks up.
Either way, if nobody answers your agent offers to take a message instead. A third action, **Find out who deals with this**, finds the right person in your list *without* ringing them — useful when the point of the step is to take a message for the right person.
So the journey step decides who gets asked for; this tab decides which phones actually ring. Change a mobile here and the next call dials the new one, with no republishing.
## People: who callers can ask for by name
The **People** tab is a table of names and numbers, with three columns: **Name**, **Phone** and **Can we ring it?**. Search the list at the top; longer lists are paged.
A row opens at the top of the list with two fields: their name, and their phone number.
The number field shows a country flag and dialling code, so you can type the number the way you'd write it at home. Give people the name a caller would actually say — the name is what your agent listens for.
The row joins the list and takes effect on the next call. To change somebody later, click the pencil on their row, edit the same two fields, and click **Update**. **Cancel** closes a row without saving it.
If the name you type looks like somebody already on the list, you're asked about it rather than stopped — edit the person who's already there, or confirm that **They're two people** and the row saves as typed. It's worth avoiding two spellings of one person: a caller who asks for just a first name gets both read back to them, and they sound identical.
### What "Can we ring it?" is telling you
Every row is checked against the numbers we're able to dial, and the verdict sits in its own column.
| The row says | What it means | What to do |
| ------------------------------------------ | ------------------------------------------------ | ------------------------------------------------------------------------------------------------- |
| **Ready** | Nothing to do — this number can be rung. | Nothing. |
| **We can't read this as a phone number.** | The digits don't make a number we can dial. | Check it and include the country code. |
| **Premium-rate numbers can't be dialled.** | It's a premium-rate number, which we don't dial. | Use a normal landline or mobile for that person. |
| **We can't use this number.** | The number was turned down for another reason. | Try another landline or mobile for them, and contact support if you think the number should work. |
Click **Fix this number** on the row and it opens ready to correct, so you never have to work out which field to click.
A number you type here is checked as you save it: if we can't ring it, the row isn't saved at all and tells you why on the spot. Numbers that arrive [from a spreadsheet](#filling-the-list-from-a-spreadsheet) behave differently — they're saved and flagged, so nobody is lost over one bad cell — which is why rows with a verdict on them exist at all.
A dot appears on the **People** tab whenever somebody needs attention, so you can see it from the Teams tab. Click **Only needing attention** to filter the list down to those rows.
## Switching somebody off, and removing them
When somebody is on holiday, on leave or off sick, use the switch on their row rather than deleting them. Their row greys out, the chip reads **Away — not taking calls**, and callers who ask for them are told they aren't available and offered a message. Flick the switch back when they return and everything is as it was.
The switch also reaches into your teams. If they're in any, you're asked to confirm first — "Priya is in 2 of your teams. Switching them off here also takes them out of **Sales** and **Out of hours** until you switch them back on." Their place in each dial order is kept, so nothing has to be rebuilt.
Removing somebody does the opposite, and the confirmation spells it out: callers can no longer ask for them by name, but each team they're in **keeps the number it already holds** and goes on ringing it. The confirmation names those teams and the number each one keeps. To take somebody out of a team as well, edit the team.
## Teams: numbers rung one after another
A team is a name and an ordered list of phones — your sales line, an on-call rota, a reception desk. Its columns are **Name**, **Who it rings** and **Can we ring them?**, and each row shows the order in full (`1 · Priya → 2 · Sam → 3 · Reception`), the journeys that ring the team, and what the order means for a caller.
A panel opens inside the table. Give it a name — **Sales**, **Out of hours** — in the **Name** field.
**Choose from your people** picks somebody off your People list. **Type a name and number** adds a phone that isn't a person on the list — a reception desk, an out-of-hours line, a contractor. Either way, every entry carries a name, so the order reads as "Priya, then Sam, then reception" rather than three numbers.
The arrows on each entry move it up and down. Position 1 is rung first and gets the caller soonest. The **×** takes an entry out.
From then on the panel saves as you change it — add somebody, reorder, rename — and each change takes effect on the next call. **Done** just closes the panel.
A team holds up to fifteen entries; once it's full, the two add buttons stop appearing.
### What your caller hears
While you're building or editing a team, a line called **What your caller hears** keeps count: "We ring these one after another until somebody picks up. About 20 seconds each — a caller waits up to two minutes, then your agent takes a message."
It counts numbers rather than entries, and it skips anybody who can't be rung right now, so it always describes the real wait. That's the honest cost of a long dial order: the eleventh person in a team is several minutes of ringing away, and this is where you see it before a caller does.
### Entries that follow a person, and entries that don't
An entry added with **Choose from your people** is marked **linked to your people**. It follows that person: their number, and their away switch. That's what makes one switch do two jobs — switching Priya off for two weeks stops callers being offered her by name *and* makes her teams ring straight past her, with her position kept for when she's back.
A linked entry has no number of its own to correct, so it offers **Change on People ›** instead of a pencil. Correcting it there fixes it everywhere at once: the by-name search and every team she's in.
An entry you typed in holds its own number. Nothing else on the tab changes it, and changing it here affects nothing else. If an entry that used to follow somebody no longer does — because they were removed, or replaced by an import — it's marked **no longer linked** and carries on ringing the number it stored. Nothing is broken; the chip is there so the drift doesn't go unnoticed.
The same person can appear in a team more than once, and that's deliberate: try my mobile, then the office, then my mobile again is a perfectly good order. Anyone already in the team still appears in the picker, with a note of how many times they're in it, rather than being hidden. Somebody whose number can't be rung is greyed out there and can't be added until their number is fixed on **People**.
### What a team's verdict means
The **Can we ring them?** column reads **Ready**, **All 3 ready** or **2 of 3 ready** while there's somebody to dial — a team with an away colleague or one bad number still works, it just rings fewer phones.
**Nobody to ring** means a caller who reaches this team goes straight to a message. When one bad number is the cause, the row names it and offers the fix — **Fix this number** for an entry holding its own number, **Fix it on People ›** for a linked one. **Switched off** means somebody has used the team's switch; a switched-off team rings nobody, however healthy its entries, which is what makes it useful for a team you only want in service at certain times of year.
## Filling the list from a spreadsheet
If you already keep your staff numbers in a spreadsheet, you can load the whole list in one go from the **People** tab. Take a copy first: **Export** downloads your current list as a spreadsheet in exactly the shape the import accepts, which is the only way back if an import removes somebody you wanted.
The panel opens where the rows were, with the template beside the drop zone.
**Download the template** gives you two columns and nothing else: **Name** and **Phone number**. Your own file works too, as long as it has those two headings. Numbers work either way round, `+442079460018` or `02079460018` — but format the phone column as **Text** first, or your spreadsheet rounds long numbers into something we can't read.
A spreadsheet or a CSV file, either dragged onto the panel or picked with **Choose a file**. Nothing is saved yet — you get a preview of exactly what the file would do.
It leads with what you lose: the people on your list who aren't in your file, named one by one with their number and any team they're in. Underneath, a count — "12 added · 130 changing · 8 removed" — and the row-by-row detail, where a changed number shows old and new. A name can be corrected in place here, so a duplicate is fixable without going back to your spreadsheet.
Your list now matches the file, live on the next call, and the People tab confirms what changed.
An import **replaces** your people — it isn't a top-up. Anybody not in your file stops being reachable by name, and there's no undo. Your teams keep the numbers they already ring, in the same order; entries that followed somebody who has gone simply show as no longer linked.
Two things in the preview are worth reading before you commit. A row marked **Not imported** couldn't be read at all — most often a number a spreadsheet has shortened to a rounded figure, which the row explains and which is fixed by formatting the column as Text and pasting the numbers in again. A row flagged with a verdict *is* imported, so the name stays findable, and it's then listed as needing attention on the People tab.
## When a change is refused
One rule protects your live agent: **a live journey must always have somebody to ring.** If a change here would leave a published step with nobody, it's refused at the moment you try it — removing a team a live step rings, switching somebody off when they're the last person a team can dial, correcting a number to one we can't ring.
The refusal appears in the row you were working in, with everything you typed still in place, and it gives you **every** reason at once rather than one at a time:
* A sentence — "You can't remove Priya Shah yet. One journey step would be left with nobody to ring — callers who get there would go straight to a message instead of reaching anybody."
* A row for each thing in the way, naming the journey and where in it the step sits, or naming the team that would be left empty. **Open ›** takes you straight to it.
* A line telling you what would make it possible — update that step so it rings somebody else, add somebody to that team, or switch the team off — "then come back."
The check reads your **published** agent, not your draft. So if you've already pointed the step somewhere else in your draft, the row says so and asks you to publish. And if a step exists only in your draft, it doesn't protect anything: [publishing](/building/publishing) is where that's caught, because a draft won't go live with a step that rings a team that has been emptied or removed, or asks for people by name when nobody is on the list.
## A human receptionist
The third tab, **A human receptionist**, covers the one hand-off that isn't your own numbers: when your agent can't finish a call, one of our receptionists picks it up instead of your caller leaving a message.
The panel is read-only for everybody, admin or not, because this one is set up on your account by us rather than by you. It reads one of two ways:
* **On your account** — "A person here answers on your behalf", followed by the journeys that hand over, each with an **Open ›** link to the step. If none do yet, it says so; plenty of agents are set up that way on purpose. To change anything about it, talk to us.
* **Not on your account** — "Not on your account yet", with a line explaining what the option is and an invitation to talk to us about adding it.
Either way the panel states the charge in the same words: an additional charge applies to calls a receptionist answers, and nothing is charged if nobody picks up. What that costs on your plan is on the [Usage & billing](/billing/usage-and-billing) page, where the plan tiles show the credits an escalation uses.
This panel is also the only place that answers "which of my journeys can hand a caller to a receptionist?", so it's worth a look after you've been reshaping journeys.