One phone number for several branches: how to set it up
Sado AI team · · 4 min read
In short
With one shared number, customers don’t have to work out which branch to call: every call is answered in one place. It needs three things: a fact sheet for each branch (address, landmark, hours, services), a question that finds the branch that suits the caller, and every request recorded with the branch name. Branch-specific questions go to that branch’s staff by rule. Don’t switch off old branch numbers; forward them to the shared one. A call centre or an AI operator can run the single number.
Separate numbers or one number
| Question | Each branch has its own number | One shared number |
|---|---|---|
| For the customer | Has to find which number to call | Remembers one number |
| For advertising | Several numbers in every post | One number everywhere |
| When a branch is busy | The call goes unanswered | Another employee or the operator answers |
| Reports | Separate per branch, often none at all | All in one place, split by branch |
Separate numbers make sense in only one case: when the branches do completely different work and their customers never overlap.
A fact sheet for each branch
Whoever answers the shared number needs to know every branch well. Write one page per branch:
- Address and landmark: “out of the metro, turn left, third floor”.
- Hours, days off and the holiday schedule.
- Services offered at this branch: for example, children’s groups at only two branches.
- This branch’s prices, if they differ.
- The responsible employee and their phone: which questions go to them.
When a sheet changes (a new address, different hours), update it the same day. Outdated details send customers to a closed branch.
Sending a call to the right branch: four steps
- First ask what they need: some branches may not offer it.
- Then ask where suits them: “Which district are you in?” or “Which metro station is near you?”
- Suggest the right branch and give its address and landmark. If the caller prefers another branch, book that one.
- Record the request with the branch name: “Yunusabad, Saturday 10:00, English, age 9”. Let the branch staff see it themselves.
Sample: a call to an education centre
Sado: Assalomu alaykum, Ilm Yo‘li education centre, Malika speaking.
Caller: Hello. I’d like to sign my son up for English; he’s nine.
Sado: Lovely. We have four branches. Which district do you live in?
Caller: Yunusabad.
Sado: Our Yunusabad branch has a children’s group on Saturdays and Sundays at ten. Shall I book a trial lesson?
Caller: Yes, this Saturday. My name is Nargiza.
Sado: Done, Nargiza, you’re booked at the Yunusabad branch for Saturday at ten. The branch administrator will call on Friday as a reminder.
Old numbers and reports
Customers have the old branch numbers saved. Don’t switch them off: ask your phone provider to forward them to the shared number. Put the new number in your ads, on maps and on business cards.
Each month, count by branch: calls, bookings, and which services were asked about most. That shows which branch needs more staff or more groups.
Handing the shared number to an AI operator
Sado’s AI operator answers every call to your shared number, more than ten at once. It asks your question (which branch suits you) and answers from each branch’s own information. The booking or request appears in the portal with the branch name, and in Bitrix24 as a lead. A branch-specific question is transferred to that branch’s staff by your rule.
Your number stays the same: connecting your number. Compared with a central call centre of people: AI operator vs call centre. Try it live or call 78 778 01 23.
Questions
What if customers keep calling the old numbers after we switch?
Don’t switch the old numbers off; forward them to the shared number through your phone provider. Whichever number a customer dials, they get an answer.
Where do branch staff see their requests?
Each request is recorded with the branch name: in the Sado portal, and in the CRM if Bitrix24 is connected. A card for every call can go to your Telegram group too.
What if many people call the shared number at once?
In a call centre of people, calls queue up. An AI operator takes more than ten calls at the same time, with no queue. Common questions: FAQ.