When call forwarding is available
Call Forwarding is a free, optional feature for businesses that already have a published customer number and want that number to keep working while routing calls to the Call 24/7 AI line. It is not required for most customers who publish their AI number directly on Google, menus, and signage.
Forwarding becomes available only after your account satisfies platform prerequisites. Until then, the Call Forwarding page shows a focused message instead of setup controls.
Prerequisites
- Payment complete: Subscription checkout must be in good standing.
- Line activation progressed: Your dedicated AI line must be provisioned or actively processing.
- Forwarding eligible flag: Server-side
forwarding_eligibleon line status must be true.
When not eligible, copy explains that you should finish payment and line activation first. A primary button links to Activate your line so you can complete number selection and verification.
What you see before eligibility
The page subtitle reads that forwarding is optional and available after your line is live. Body text clarifies that without forwarding your agent answers on the purchased AI number (agent_phone_e164 when assigned). That is the recommended default path for new businesses without legacy numbers.
Eligible but disabled default
Once eligible, forwarding still starts disabled. Status badge reads "Not enabled yet" until you explicitly enable it. Your AI line works immediately for direct dial traffic; forwarding is only for retaining an older public number.
Decision guide
| Situation | Recommendation |
|---|---|
| New business, no listed number yet | Publish AI line only; skip forwarding |
| Number on Google, menus, van signage | Consider forwarding to avoid reprinting collateral |
| Already updated marketing to AI number | Keep forwarding off to reduce carrier complexity |
| Multi-location with central published line | Consult support on routing before enabling |
Country awareness
Eligibility is evaluated per business country (United States, United Kingdom, Australia). Carrier instructions and public number validation rules differ by country once you enable forwarding. Your line status payload includes country used throughout the console copy.
Checking eligibility yourself
Open Call Forwarding from the console navigation. If you see your AI number with the device setup guides, you are eligible. If you see the activation prompt only, complete Activate your line and Billing Manager steps first, then return.