How to Forward Calls to an AI Receptionist

Forwarding calls to an AI receptionist doesn’t mean your phone stops ringing. The usual setup is the opposite: your phone rings first, and only the calls you don’t pick up go to the AI. That’s called conditional call forwarding.

This guide covers how it works, which codes to dial, how to test it and which mistakes to avoid.

What conditional forwarding is

Conditional forwarding sends a call to another number only when a condition is met. There are three:

Condition	What it means	Example
No answer	The phone rings for a few seconds and nobody picks up	You’re with a customer
Busy	You’re already on another call	Two customers call at once
Unreachable	Your phone is off or has no signal	You’re in a basement or on a plane

With all three on, your AI receptionist only handles what you can’t. The calls you answer stay yours.

The alternative is unconditional forwarding: every call goes straight to the AI and your phone never rings. That makes sense after hours or on holiday, not as an everyday setup.

How to turn it on: every carrier has its own codes

Important: forwarding codes depend on your carrier and your country. Before you change anything, confirm them on your carrier’s help pages or with their support team.

There are three ways to set up conditional forwarding. Use the one your carrier recommends:

1. From your phone settings. On many Android phones it’s under Phone → Settings → Call forwarding, with separate options for no answer, busy and unreachable. On iPhone, the Phone setting forwards every call, so conditional forwarding is set with codes or through your carrier.
2. By dialling a code, as if it were a phone number.
3. From your carrier’s account portal, or by asking their support team.

Example of common codes

Many mobile networks accept these standard GSM codes, but not all of them do, and some carriers use their own (several US carriers do, for example). Treat them as a reference and check them with your carrier. Replace NUMBER with your AI receptionist’s number in international format.

What you want	Common code
Forward when there’s no answer	**61*NUMBER#
Forward when busy	**67*NUMBER#
Forward when unreachable	**62*NUMBER#
Turn on all three at once	**004*NUMBER#
Remove conditional forwarding	##004#

Many networks also let you choose how many seconds it rings before forwarding. Ask your carrier which values it accepts: 15 or 20 seconds gives you time to grab the phone if you’re nearby.

Landlines and phone systems

On landlines and business phone systems, codes depend on the provider and the equipment. You have two options:

1. Your provider’s portal or your phone system’s admin panel. Most cloud phone systems have a “forward on no answer” or schedule-based rule.
2. Call your provider and ask for conditional forwarding on no answer and busy to a specific number.

What forwarding costs

The forwarded leg, from your line to the receptionist’s number, is usually billed to you as one of your own calls. Many plans include it, but check your tariff. Forwarding to a local, geographic number avoids surprises. Never forward to premium-rate numbers.

How to test it

Use a second phone and run these tests in order:

1. No answer: call and let it ring. After the time you set, the receptionist should pick up.
2. Busy: call while you’re on another call. The receptionist should answer straight away.
3. Unreachable: switch on airplane mode and call. The receptionist should answer.
4. Summary: check that you get a summary for each test call.

If one fails, check the setup in your phone settings or ask your carrier where each forwarding rule points.

Opening hours and after hours

Conditional forwarding already covers the working day: if you pick up, you talk; if not, the AI does. After hours you have two options:

• Leave it as it is. If you don’t pick up at night, the AI answers. Simplest option.
• Switch to forwarding everything when you close and back when you open. Some AI receptionists do this for you with hours and holiday rules.

Common mistakes

• Using a code your carrier doesn’t support. If your phone shows an error or nothing changes, confirm the code with your carrier.
• Forwarding without the country code. It can fail when you travel. Always use international format.
• Leaving voicemail on. The carrier’s voicemail can “answer” before the forward. Turn it off, or use the codes, which replace it.
• A ring time that’s too short. Five seconds isn’t enough to reach the phone. Start with 15 or 20.
• Skipping the busy rule. Two calls at once is exactly when most callers get lost.
• Not testing. Five minutes of tests save a week of missed calls.

If you’re evaluating an AI receptionist, conditional forwarding is the low-risk way to try one: you keep your number and your customers keep calling the one they know.

See also how the parrot handles calls in each industry and everything it can do for your business.