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Introduction

Call Forwarding lets you automatically send incoming calls to another phone number or another Salesmsg inbox. With Smart Call Flows, call forwarding is configured directly in your call flow, giving you more control over what happens before and after a call is forwarded.

Note: Smart Call Flows are currently being rolled out in phases. If your account hasn't been migrated yet, you may still see the legacy call forwarding settings.

Set Up Call Forwarding

Navigate to Settings → Inboxes.
Select the Inbox you'd like to configure.
In the Inbox, click Settings, then under the Calling section, select Smart Call Flow.
Click Edit Call Flow.
Add (+) a Forward Call action to your call flow
Choose where you'd like to forward calls:
- Salesmsg inbox – Select the existing Salesmsg inbox you'd like to forward calls to. You can also choose whether to enable Call Whisper and Call Screening.
- External number – Enter the phone number you'd like to forward calls to, along with an optional extension. You can also choose whether to enable Call Whisper and Call Screening.
Click Publish Changes to set live.

⚠️ Important: Call forwarding requires Auto-Recharge to be enabled. If Auto-Recharge is turned off, you'll be prompted to enable it before you can save your forwarding settings.

Call forwarding uses 2 credits per minute from the moment the forwarded call starts ringing, whether or not the call is answered. Requiring Auto-Recharge helps ensure your forwarded calls aren't interrupted or unable to connect due to insufficient credits.

Remove Call Forwarding from Smart Call Flows

To remove call forwarding from a Smart Call Flow, you’ll first need to add a new Ring action to your call flow. Once the Ring action is added, you can delete the existing Call Forwarding branch.

To remove call forwarding:

Navigate to Settings → Inboxes.
Select the Inbox with the Smart Call Flow you’d like to update.
Click Settings, then under the Calling section, select Smart Call Flow.
Click Edit Call Flow.
Click the + (Add) button above the existing Call Forwarding branch.
Select the Ring action and configure your desired settings.
Once added, the existing Call Forwarding action will appear as a branch below the new Ring action.
Click the ellipsis (⋮) next to the Call Forwarding branch and select Delete.
Click Publish Changes to save your updates.

After removing the Call Forwarding branch, incoming calls will follow the remaining actions configured in your Smart Call Flow.

Using Legacy Call Forwarding

If Smart Call Flows haven't been enabled for your organization yet, you can still configure call forwarding using the legacy call forwarding settings.

Set Up Legacy Call Forwarding

Navigate to Settings → Inboxes.
Select the Inbox that contains the phone number you'd like to forward.
Click the Numbers tab.
Next to the phone number, click the ellipsis (⋮) and select Call Forwarding.
Toggle Call Forwarding Status On.
When enabled, all calls to your Salesmsg number will be forwarded to the number you provide.
Enter the following information:
- External phone number to forward calls to
- Optional extension
- Whether to enable Call Whisper
- Whether to enable Call Screening
Save your changes.

Note: Legacy Call Forwarding only supports forwarding to an external phone number. To forward calls to another Salesmsg inbox, you'll need to use our IVR feature → "Forward call to another inbox".

Call Screening – Know When It’s a Business Call

Using your personal phone number for forwarded calls? Our Call Screening feature helps you keep work and personal calls separate.

When Call Screening is turned on, you’ll hear a quick message when you answer:

“You’re receiving a call from Salesmsg. To accept, press 1.”

This way, you’ll always know it’s a business call before speaking - no more surprises during your downtime or family time.

Perfect for:

Using your personal cell as a forwarding line
Keeping work and personal life separate
Staying in control of when and how you take business calls

Try it out and take the guesswork out of incoming calls!

Frequently Asked Questions

Does call forwarding cost anything?

Yes, we charge 2 message credits per minute while you're connected.

Why do I need to enable Auto-Recharge for Call-forwarding?
Call forwarding uses 2 credits per minute from the moment the forwarded call starts ringing, whether or not the call is answered. Requiring Auto-Recharge helps ensure your forwarded calls aren't interrupted or unable to connect due to insufficient credits.

What happens when someone calls my SMS number?
If you haven't set up call-forwarding yet and someone calls your SMS number, the call will drop or the recipient will hear a prompt that the number is not reachable. If you enable call-forwarding and someone calls your SMS number, the call will be routed to your voice number.

Set Up Call-Forwarding