Documentation Index

Fetch the complete documentation index at: https://docs.embedreach.com/llms.txt

Use this file to discover all available pages before exploring further.

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AI Voice End User Guide

This guide covers everything you need to know about configuring and managing your AI Voice agent, including call forwarding, call transfers, and managing blocked numbers.

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Call Forwarding

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What is Call Forwarding?

Call forwarding routes calls from your existing business phone number to your new AI phone number. When customers call your regular number, the call is automatically forwarded to your AI agent, which can handle the conversation, answer questions, and even transfer calls to you when needed.

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Forwarding Types

You can choose how calls are forwarded:

• Missed Calls Only: Your phone rings first, giving you a chance to answer. If you don’t pick up, the call forwards to the AI agent. This is the recommended option for most businesses.
• All Calls: Every call to your business number is immediately forwarded to the AI agent without ringing your business phone first. This means you or your team only need to answer calls that the AI could not answer. Note: this requires careful configuration to avoid infinite loops (see below).
• None: Calls to your business phone number are never forwarded to the AI agent. The only way calls will reach the AI agent is by calling the agent’s number directly.

If you use Blocked Numbers (see Blocked Calls), what callers experience depends on which forwarding type you chose—especially whether your business phone rings before the AI is involved.

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How to Set Up Call Forwarding

Use Mobile & Landlines below if your carrier uses activation dial codes. If you use VoIP (Google Voice, Dialpad, Quo, TextNow, Grasshopper, or another provider listed in the app), skip the dial-code tables and follow VoIP Providers—the product walks you through provider-specific steps there.

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Mobile & Landlines

1. Select Your Phone Type: Choose cell phone, landline, or VoIP, then pick your carrier in the app.
2. Select Your Carrier: Choose your phone carrier from the list.
3. Enter Your Forwarding Number: Enter the phone number from which you want to forward calls to your AI agent (typically your business line or the phone that receives your business calls).
4. Choose Forwarding Type: Select All Calls, Missed Calls Only, or None.
5. Dial the Activation Code: Use the carrier-specific dial code provided in the app. The code will include your AI phone number formatted correctly for your carrier.

After dialing the code, the system will test the forwarding to ensure it’s working correctly. Required: Disable these settings before testing These phone settings must be turned off before running the test. Otherwise, they will prevent the AI voice agent from receiving your calls.

• Live Voicemail: Turn off in Settings → Phone → Live Voicemail (iOS).
• Screen Unknown Callers: Turn off in Settings → Phone → Screen Unknown Callers → set to “Never” (iOS).

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Carrier-Specific Dial Codes

Activation Codes

Dial these codes from your phone to activate call forwarding. Replace (XXX) XXX-XXXX with your AI phone number in the format shown. Don’t see your carrier? Search your carrier name plus “call forwarding” (or “call forwarding code”) to find your provider’s instructions.

Deactivation Codes

Dial these codes from your phone to disable call forwarding: Don’t see your carrier? Search your carrier name plus “call forwarding” (or “call forwarding code”) to find your provider’s instructions.

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VoIP Providers

If you’re using a supported VoIP provider (Dialpad, Quo, Google Voice, TextNow, Grasshopper, or another listed in the app), call forwarding is set up in that provider’s dashboard or app—not with carrier dial codes. The in-app flow shows step-by-step instructions for the provider you select; the summary below stays aligned with those steps.

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Dialpad

Configure forwarding in Settings → Your Devices. See Dialpad call forwarding.

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Quo

Configure forwarding in Settings → Phone Numbers, then open your number and use Call Flows. See Quo call forwarding.

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Grasshopper

Configure forwarding in Settings → Call Forwarding Settings → Extensions. Edit the extension you want to forward (or create a new one) and add your AI agent number as a forwarding destination. See Grasshopper call forwarding.

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Google Voice

Google Voice uses linked numbers and custom call forwarding rules at voice.google.com. Full steps appear in the app when you choose Google Voice; use this checklist so documentation matches the product:

1. Link your AI number — In Google Voice, open Settings (gear) → under Account, New linked number, and enter your AI agent phone number. Use Verify by phone (the small blue link); SMS verification may not be available—phone verification is required. Google Voice will call your AI number with a code; complete verification in Voice (e.g. from the Calls tab / recording or transcript, as the app describes).
2. Forwarding rule — Calls → Create a rule → choose who should forward (e.g. All contacts) → under Forward to these numbers, select your linked AI number. Turn call screening off; if you hear “To accept the call, press 1”, screening is still on—go back and disable it. See Use custom call forwarding with Google Voice.
3. Caller ID when forwarding (required) — In Settings → Calls, turn off Show my Google Voice number as caller ID when forwarding calls. If this stays on, the line that receives the forward (your AI number) may only see your Google Voice number instead of each caller’s real number, which breaks correct caller identification for your agent. See Change caller ID for incoming calls (Google Voice Help). Google notes this setting does not apply to Voice calls placed over the internet—those already show the caller’s number.

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TextNow

Call forwarding on TextNow requires an Ad-Free+ subscription. Once you have Ad-Free+, configure forwarding from the TextNow app: tap the main menu (top left) → Settings → Calling → Call Forwarding, toggle Call Forwarding to ON, and enter your AI agent phone number when prompted. To change the number later, tap Forward To on the Call Forwarding page. See What is Ad-Free+.

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How to Disable Call Forwarding

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Mobile & Landlines

Follow the deactivation instructions we provide in the app. The dial codes are also listed in the table above for convenience—use the code that matches your carrier and the forwarding type you activated. The deactivation code does not require your phone number; just dial the code directly. After you’ve deactivated with your carrier, the app will ask you to confirm so our settings stay in sync with your actual call forwarding state. If you turned off Live Voicemail or Screen Unknown Callers (iOS) when setting up forwarding, you can turn them back on in Settings → Phone once call forwarding is disabled.

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VoIP: disable forwarding

Follow the disable instructions we provide in the app for your VoIP provider. After you’ve deactivated with your provider, the app will ask you to confirm so our settings stay in sync with your actual call forwarding state. Google Voice: On a computer, open voice.google.com → Calls → find the rule that forwards to your AI number → open it and delete the rule. Optionally, in Settings → Account, remove your AI number from linked numbers if you no longer want it linked. TextNow: In the TextNow app, tap the main menu (top left) → Settings → Calling → Call Forwarding, then toggle Call Forwarding to OFF.

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Call Transfers

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What are Call Transfers?

Call transfers allow your AI agent to route live calls to a human agent (like you or your team) when the caller needs to speak with a real person. The AI agent intelligently recognizes when a transfer is needed based on the prompts you configure.

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Why Call Transfers Matter

As capable as AI voice agents are, it’s important that customers can still reach a real person when needed. Some situations require human judgment, empathy, or expertise that only a person can provide. Call transfers ensure your customers always have a path to human assistance when necessary.

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How Call Transfers Work

Each call transfer consists of:

• Name: A descriptive name for the transfer (e.g., “Sales Team” or “Support Line”)
• Phone Number: The number where calls in this category should be transferred
• Prompt: The specific condition that tells the AI when to use this transfer

You can configure up to 10 call transfers per AI agent.

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Warm Handoffs

When the AI agent transfers a caller to you, you will receive a phone call from the agent’s phone number. The agent first provides a summary of the conversation so far. This warm handoff gives you immediate context about what the caller has called about, what information has already been discussed, and any important details. You don’t have to ask the same questions the AI already asked—you can pick up right where the conversation left off, providing a seamless experience for your customer.

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Writing Effective Transfer Prompts

Transfer prompts must be explicit and specific for the AI to recognize when to use them. Be clear about the scenarios that should trigger a transfer. Good examples:

• “Transfer to sales when the caller asks about pricing or wants to make a purchase”
• “Transfer to support when the caller reports a technical issue or needs troubleshooting help”
• “Transfer to billing when the caller has questions about their invoice or payment”

Less effective examples:

• “Transfer if they need help” (too vague)
• “Transfer for important calls” (not specific enough)

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Caller ID and Saving Your Number

Important: When the AI agent transfers a call to you, the incoming call appears as coming from your AI agent’s phone number, not the original caller’s number. You must save your AI agent’s phone number in your contacts so you recognize incoming transfers and answer them. If you don’t recognize the number, you might miss important customer calls. The AI agent can also attempt to transfer to the same number multiple times if the first attempt goes unanswered, giving you multiple opportunities to pick up the call.

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Infinite Loop Prevention

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What is an Infinite Loop?

An infinite loop occurs when a call forwarding configuration creates a circular routing pattern where calls bounce endlessly between numbers. The app automatically detects and prevents these configurations.

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When Infinite Loops Occur

Infinite loop detection only applies to “All Calls” forwarding. Here’s why:

• With “All Calls” forwarding: Every inbound call is immediately redirected to the AI agent, including calls the agent itself places back to that number during a transfer. This creates an infinite loop: Call → Forward to AI → AI calls back → Forward to AI again → Loop continues.
• With “Missed Calls Only” forwarding: Your phone rings first, giving you a chance to answer before the call forwards. If you don’t pick up, the call goes to the agent. The agent can then try to call you back, and your phone rings again—no loop, just another opportunity for you to answer. The delay from ringing prevents the loop.

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How the App Prevents Infinite Loops

The app automatically detects when a call forwarding + call transfer configuration could create a loop. The system warns you and blocks the configuration before it can be saved, preventing the issue from occurring. If you see an infinite loop warning, consider:

• Changing your forwarding type from “All Calls” to “Missed Calls Only”
• Adjusting your call transfer configuration to transfer to a different number

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Blocked Calls

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What are Blocked Calls?

You can block phone numbers in the app. Blocked numbers will not be picked up by the AI voice—they will not be responded to and will not go to voicemail. Blocking is best used for spam and other junk callers, and it saves you money since the AI won’t answer those calls or use any AI processing on them.

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Important: Blocking does not stop calls to your business line

Blocking a number in Reach does not prevent that person from calling your business phone. The call can still reach your line as usual—it is only blocked from being handled by your AI agent. This means:

• The blocked caller can still reach you or your team if someone answers the phone
• Blocked calls do not consume AI Voice usage
• Blocked calls do not incur AI processing charges

To stop a spam or junk caller from ringing your phone at all, block them on your phone or through your carrier—not only in Reach.

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How blocking works with call forwarding

What happens when a blocked number calls depends on how the call reaches your AI agent.

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Scenario A: Caller dials your AI agent number directly

The call goes straight to your AI agent. The AI will not answer, and the call will not use AI processing.

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Scenario B: Caller dials your business number (Missed Calls Only forwarding)

1. Your business phone rings and you see the caller.
2. If you do not answer, the call forwards to your AI agent.
3. The AI will not answer the forwarded call.

Blocking only stops the AI—the caller can still ring your business line. Use phone or carrier blocking if you want those calls to never ring your phone.

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Scenario C: Caller dials your business number (All Calls forwarding)

1. The call is forwarded to your AI agent immediately—your business phone does not ring first.
2. The AI will not answer, and the call will not use AI processing.

The caller may hear ringing or silence depending on your carrier; they will not reach a live person or the AI.

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Choosing the right approach

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How to Block a Number

You can block numbers in two ways:

1. From Call Details: After viewing a call in your call history, click the “Block number” button in the call details view.
2. From Settings: Go to Settings → Blocked Numbers and add a number manually.

Once blocked, your AI agent will not answer calls from that number. Depending on your call forwarding setup, the caller may still be able to ring your business phone (see How blocking works with call forwarding).

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How to Unblock a Number

To unblock a number, go to Settings → Blocked Numbers, find the number in your blocked list, and remove it. The number will immediately be able to reach your AI agent again.