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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, even if you are available to answer. 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.

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How to Set Up Call Forwarding

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Mobile & Landlines

1. Select Your Phone Type: Choose whether you’re using a cell phone (iOS or other) or a landline.
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 VoIP provider like Dialpad or Quo, call forwarding is configured through their web dashboard rather than dial codes. The app will provide step-by-step instructions specific to your VoIP provider when you select it.

• Dialpad: Configure forwarding in Settings → Your Devices. See Dialpad’s call forwarding documentation for details.
• Quo: Configure forwarding in Settings → Phone Numbers → Call Flows. See Quo’s call forwarding documentation for details.

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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 Providers

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.

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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 Distinction

Blocking a number does NOT prevent that person from calling your phone. The call still comes through to your business’s phone line as normal—it simply is not routed to the AI agent. This means:

• The blocked caller can still reach a human if you answer
• The call does not consume any AI Voice usage
• The call does not cost you money for AI processing

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Missed Calls vs. All Calls Forwarding

With Missed Calls Only forwarding, when a blocked number calls, your phone still rings and you still see the caller. Blocking in the app only stops the AI from answering—it does not stop the call from reaching your line. If you want spam or junk callers to never ring your phone at all, block them at your phone or carrier level. With All Calls forwarding, the call is forwarded to the AI first. A blocked number will not be answered by the AI and will not use any AI processing.

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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, calls from that number will not be routed to your AI agent.

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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.