Connecting Your Business Number (Call Forwarding)
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Overview
This guide explains how to configure call forwarding from your existing business mobile to your AI Voice Agent. Once set up, calls to your number can be automatically handled by the agent based on the conditions you define — such as when you are busy, unavailable, or for all calls.
Before You Begin
- The agent must have a phone number assigned to it before connecting your business number.
- You will need access to your mobile phone to dial the forwarding codes or scan the QR code provided.
Steps to Set Up Call Forwarding
- Navigate to Call Flows and locate the agent you want to connect.
- Ensure you are in the Advanced View.
- Click Connect to Business.
- Select your country (e.g., Australia).
- Select your carrier from the list — the three major carriers are shown by default, with additional carriers available by expanding the list.
- Click Continue.
- Select your device type and click Continue.
- Choose the forwarding condition — select the scenario in which calls should be forwarded to the AI agent:
| Forwarding Condition | When It Applies |
|---|---|
| When I don’t answer | Calls forward to the agent if you do not pick up within the ring timeout |
| When I’m on a call | Calls forward to the agent when your line is busy |
| When I’m unreachable | Calls forward to the agent when your phone has no signal |
| All calls | Every incoming call is handled by the agent |
- Click Continue.
- Optionally, toggle Disable Voicemail / Message Bank if you want to turn off your carrier voicemail — recommended to avoid calls going to voicemail before reaching the agent.
- Follow the on-screen instructions — either scan the QR code or dial the provided codes on your mobile to activate forwarding.
- Click Done.
- Click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Phone Number Required | The agent must have a number assigned before this feature is available |
| Carrier-Specific | Forwarding codes vary by carrier — always use the codes generated by the portal for your specific carrier |
| Voicemail | Disable carrier voicemail to ensure calls reach the agent rather than your message bank |
| Troubleshooting | If forwarding does not work as expected, refer to the troubleshooting section within the Connect to Business panel |
| Advanced View | Must be enabled to access Connect to Business settings |
