Inbound Call Forwarding lets you send incoming calls to a real phone number instead of your AI voice agent, based on the time of day and day of the week. Use it when you want your team to take calls during business hours and the AI to cover everything else, or the other way around.
Where to find it
Open any voice agent at https://app.trustpager.com/auto/voice-agents, click the agent name, and look for the Inbound Call Forwarding card near the top of the page.
How to enable forwarding
- Toggle Enable on. The card expands to show the forwarding controls. A "Saving..." indicator confirms the change is being applied, with no Save button needed.
- Choose a Rule:
- Forward to a person during these hours, AI answers outside: calls ring your nominated number during the window you set, and the AI handles calls outside that window.
- Forward outside these hours, AI answers during: the AI handles calls during the window, and your number rings outside it.
- Select the days the rule applies to using the day chips (Mon through Sun). Tap a chip to toggle it on or off.
- Set the From and To hours for the forwarding window.
- Choose the Timezone the hours should be measured in.
- Enter the Forward calls to phone number in international format (for example,
+61399000890).
Every field saves automatically as you change it. The "Saved" indicator confirms the new setting is live. Forwarding starts routing calls immediately once the card is enabled and all fields are filled in.
Example: team takes calls Mon to Fri, AI covers the rest
You want your team to answer calls Monday to Friday between 10 am and 3 pm, with the AI voice agent picking up on evenings and weekends.
- Enable the card.
- Set Rule to Forward to a person during these hours, AI answers outside.
- Select Mon, Tue, Wed, Thu, Fri in the day chips.
- Set From 10:00 am, To 3:00 pm.
- Set Timezone to your local timezone.
- Enter your team's phone number in the Forward calls to field.
From that point on, any inbound call to this agent's number between 10 am and 3 pm on a weekday rings your team. Calls outside those hours (evenings, nights, and all weekend) are answered by the AI agent as normal.
What callers experience
When a call is forwarded, the caller hears a brief "Connecting you now" message before the call rings through to the number you set. They do not hear the AI agent at all during the forwarding window.
Outside the forwarding window, the AI agent answers exactly as it normally would.
If something is misconfigured
If the forwarding rule is enabled but a required field is missing or the phone number is invalid, the AI agent answers the call as a fallback. Calls are never dropped because of a forwarding misconfiguration, as the agent always has a path to pick up.
