Setup Guide

Call Forwarding
Setup Guide

Two ways to connect your phone to DeskBuddy: forward your existing number to our AI, or configure smart transfer rules when AI needs human backup.

Two Types of Call Forwarding

DeskBuddy supports two call forwarding scenarios — each serving a different purpose.

Type 1: Forward Your Calls to AI

Forward all incoming calls from your existing phone number to your DeskBuddy AI number. No need to change your phone carrier — just dial a code on your phone.

  • Keep your existing phone number
  • Works with any carrier (Verizon, AT&T, T-Mobile, etc.)
  • Setup takes less than 1 minute
View setup instructions

Type 2: AI-to-Human Transfer Rules

Configure rules in your DeskBuddy dashboard for when AI should transfer a live call to a human — like refund requests, complaints, or when the caller asks for a real person.

  • Set custom trigger rules in the dashboard
  • Configure destination phone number(s)
  • AI handles routine calls, humans handle the rest
Learn more
Type 1

Forward Your Calls to DeskBuddy AI

Keep your existing phone number. Simply forward all incoming calls to your DeskBuddy AI phone number using your carrier's call forwarding code.

iPhone Users: Important Step

Before setting up call forwarding, you must disable Live Voicemail on your iPhone. Go to Settings → Phone → Live Voicemail → Turn OFF. Otherwise, your iPhone may intercept calls before they reach DeskBuddy.

CarrierEnable ForwardingDisable ForwardingExample
Verizon *72[DeskBuddyNumber] *73 *729545552171
AT&T **21*[DeskBuddyNumber]# #21# **21*9545552171#
T-Mobile **21*[DeskBuddyNumber]# #21# **21*9545552171#
Sprint *72[DeskBuddyNumber] *73 *729545552171
Boost Mobile *72[DeskBuddyNumber] *73 *729545552171
Mint Mobile **21*[DeskBuddyNumber]# ##21# **21*9545552171#
Cricket Wireless **21*[DeskBuddyNumber]# ##21# **21*9545552171#
Consumer Cellular **21*[DeskBuddyNumber]# ##21# **21*9545552171#
Xfinity Mobile *72[DeskBuddyNumber] *73 *729545552171

How to Set Up (3 Easy Steps)

  1. Find your DeskBuddy AI phone number

    Log into your DeskBuddy dashboard and copy your dedicated AI phone number.

  2. Dial the forwarding code on your phone

    Open your phone app and dial the code from the table above, replacing [DeskBuddyNumber] with your actual AI phone number (including area code). Then press Call.

  3. You're done!

    All incoming calls to your number will now be answered by DeskBuddy AI. To stop forwarding, dial the disable code from the table.

Landline Setup

For traditional landlines, call forwarding is usually simple:

Enable: Dial *72 + [DeskBuddy Number] → Press Call
Disable: Dial *73 → Press Call

VoIP & Business Phone Systems

Google Voice
Google Voice Settings → Add linked number → Enter your DeskBuddy number → Verify → Create forwarding rule to send all calls.
RingCentral
Settings → Phone System → Call Handling & Forwarding → Enter DeskBuddy number → Save.
Microsoft Teams
Settings → Calls → Call Forwarding → Edit → Enter DeskBuddy number → Save.
Zoom Phone
Phone System → Users & Rooms → Call Handling → Call Forwarding → Enter DeskBuddy number → Save.
Vonage
Account → My Services → Call Forwarding → Edit → Enter DeskBuddy number → Save.
Dialpad
Settings → Calls → Call Forwarding → Enter DeskBuddy number → Save.
Grasshopper
Settings → Business Settings → Call Forwarding → Enter DeskBuddy number → Save.

* If your phone system isn't listed, contact your provider and ask for "unconditional call forwarding" instructions, then forward to your DeskBuddy number.

Type 2

AI-to-Human Call Transfer

Configure rules in your DeskBuddy dashboard so your AI knows when to transfer a live call to a real person — and where to send it.

How It Works

Caller Talks to AI

DeskBuddy AI handles the call normally — answering questions, booking appointments, etc.

Transfer Triggered

When the caller requests a human or the situation matches your rules, AI initiates a transfer.

Connected to Human

The call is seamlessly transferred to your configured destination number with context provided.

Common Transfer Triggers

Customer requests human agent

When a caller explicitly says 'I want to speak to a person' or 'connect me to someone', AI transfers immediately.

Refund or billing disputes

Payment issues, refund requests, or billing disputes are automatically routed to your designated team member.

Complaints or escalations

When AI detects frustration or a formal complaint, the call is transferred to ensure proper resolution.

Complex or unusual requests

Questions outside your AI's knowledge base are flagged and transferred rather than guessing.

Emergency or urgent situations

Medical concerns, safety issues, or urgent matters get immediate human attention.

Setting Up in Your Dashboard

  1. Go to Settings → Call Transfer

    In your DeskBuddy dashboard, navigate to the Call Transfer configuration section.

  2. Add your destination phone number

    Enter the phone number where transferred calls should be routed (your mobile, office, or another staff member).

  3. Configure transfer trigger rules

    Choose which scenarios should trigger a transfer — caller requests human, complaint detected, refund inquiry, etc.

  4. Test and go live

    Make a test call to verify transfers work correctly. Adjust rules as needed based on your business requirements.

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