Call Forwarding

Call forwarding allows your AI agent or business phone line to seamlessly pass an active call to a human operator or a call queue. This ensures that when a customer needs to speak with someone directly, the transition is smooth and professional, without losing any context from the initial conversation.

Written By Jill Berkowitz

Last updated 3 months ago

Forwarding options

You can choose from two forwarding destinations:

  • Direct Line: Forward calls to a specific team member’s phone number.

  • Call Queue: Forward calls to an existing queue so that multiple people are notified, and the first to answer takes the call.

How to set up call forwarding

  1. Navigate to Phone Settings → Voice.

    • You can get there by clicking the three dots next to your phone number or the filter icon beside the conversation list for that number.

  2. Click the field for Call Forwarding Number.

  3. Enter the phone number to forward to.

  4. Save your changes.

Once enabled, incoming calls will automatically forward to the number or queue you’ve set.