Call and text forwarding

Forwarding routes calls placed to your dedicated number, and replies sent to it, on to a personal phone or an email address, so nothing arrives somewhere nobody is looking.

The problem it solves

Your dedicated number is a real phone number, which means people will call it. Some of them are replying to your text in the way that felt natural to them; some misread the message; some just prefer to talk.

Without forwarding, those calls ring into nothing. The customer concludes the number is fake, which undermines the trust the number was supposed to build in the first place.

How people set it up

• Calls to a mobile. The owner’s phone, or whoever is on duty. The call arrives as a normal call.
• Replies to email. Useful when nobody is watching the dashboard during the day, and useful for keeping a record where the rest of the business already keeps records.
• Replies to a phone. For small teams where the fastest path is somebody’s pocket.

Forwarding is included. There is no charge for the routing itself.

What it does not do

Forwarding is not a phone system. There is no menu, no queue and no hunt group. If you need a call centre, you need a call centre. This exists so that a customer calling the number they were texted from reaches a person rather than silence.

Replies also stay in the shared inbox regardless of where they are forwarded, so a team member who was not on the forwarding list can still see the whole conversation.