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
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
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.
How to Set Up (3 Easy Steps)
Find your DeskBuddy AI phone number
Log into your DeskBuddy dashboard and copy your dedicated AI phone number.
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.
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:
VoIP & Business Phone Systems
* If your phone system isn't listed, contact your provider and ask for "unconditional call forwarding" instructions, then forward to your DeskBuddy number.
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
Go to Settings → Call Transfer
In your DeskBuddy dashboard, navigate to the Call Transfer configuration section.
Add your destination phone number
Enter the phone number where transferred calls should be routed (your mobile, office, or another staff member).
Configure transfer trigger rules
Choose which scenarios should trigger a transfer — caller requests human, complaint detected, refund inquiry, etc.
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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