Weave — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Weave with live transfer.
How Weave Works
Weave is a vet-focused VoIP platform with deep PIMS integration. Call routing is managed through the Weave Admin portal at admin.getweave.com. Key concepts: Main Line routing (where inbound calls go), Phone Hours (Open/Closed schedules), Call Groups (sets of desk phones that ring together), and Schedule Overrides (temporary routing changes for holidays).
Call Flow
Inbound
Caller
Clinic Public Number
Forward
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Clinic phones ring
Staff answers
Two numbers involved: the public number (always routes to PupPilot) and the internal number (PupPilot's way to reach your staff).
Part A — Forward Your Public Number to PupPilot
1
Log in to Weave Admin
Go to admin.getweave.com and sign in with your Super Admin account.
2
Navigate to Main Line Routing
Go to
Phone → Main Line.3
Set All Calls to Forward to PupPilot
Under Phone Hours Routing, set both the "Open" and "Closed" schedules to Forward to External Number → enter the PupPilot phone number.
This means every inbound call, regardless of time of day, goes directly to PupPilot. Your desk phones will not ring for inbound calls.
4
Save and Test
Click Save. Call your clinic's public number from a cell phone — PupPilot should answer immediately without your desk phones ringing.
Part B — Set Up Your Internal Number
PupPilot needs a number it can dial to transfer callers back to your clinic staff. This number is not published — only PupPilot uses it. In Weave, you'll set up a Call Group with its own DID (phone number).
Prevent Call Loops
The internal number must NOT forward unanswered calls back to PupPilot. If it does, you get an endless loop: PupPilot → Clinic → PupPilot → Clinic. Make sure the internal number's no-answer fallback goes to voicemail.
1
Go to Call Groups
In Weave Admin, navigate to
Settings → Phone → Call Groups.2
Create or pick your Call Group
If you already have a front desk call group, you can use that. Otherwise, create a new one (e.g., "Front Desk – Transfer") and add the desk phones you want to ring when PupPilot transfers a caller. Set ring mode to simultaneous and ring timeout to ~25 seconds.
3
Assign a DID to the Call Group
The call group needs its own external phone number so PupPilot can dial it. If one isn't already assigned, contact Weave Support (1-888-579-5668) to provision a DID for this call group.
Tell them: "I need a DID assigned to my [Call Group Name] call group so an external service can route calls to it."
4
Set no-answer fallback to Voicemail
Under the call group's Fallback Options, set the no-answer action to voicemail. Do NOT set it to forward to PupPilot — that creates the loop.
5
Test the internal number
Call the call group's DID from a cell phone. Your front desk phones should ring. Answer — confirm it connects. Call again and don't answer — should go to voicemail, not PupPilot.
6
Share it with PupPilot
Give the call group DID to your PupPilot onboarding contact. This is the number PupPilot will dial to transfer callers to your staff.
Alternative Option
If your clinic already has a second line that rings your front desk and doesn't forward to PupPilot on no-answer, it can work as-is. Just share it with the PupPilot team.
Test the Full Flow
1
Call your public number
PupPilot should answer. Your desk phones should NOT ring.
2
Call your internal number
Your front desk phones should ring. Pick up — the call connects.
3
Call your internal number and don't answer
Should go to voicemail, NOT back to PupPilot.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check that forwarding is set to the correct PupPilot number at Phone → Main Line. Make sure the right schedule (Open/Closed) is forwarding. |
| Desk phones still ring on inbound (Day Agent) | The "Open" schedule is probably still routing to your Call Group instead of forwarding. Change it to Forward to External Number. |
| Internal number doesn't ring desk phones | The call group may not have a DID assigned, or no phones are in the group. Check Settings → Phone → Call Groups and contact Weave Support if you need a DID. |
| Calls loop: PupPilot → Clinic → PupPilot | The internal number's no-answer fallback is forwarding to PupPilot. Change it to voicemail. |
| Need to change Call Group timeout | Contact Weave Support at 1-888-579-5668 — some timeout settings aren't self-service. |