When your AI escalates on a phone call, you can send the caller straight to a human phone number instead of ringing the inbox. You set this with the Forward calls to field.
Set the forwarding number
- Go to Customer Service > Settings > Voice and open the Limits card.
- In Forward calls to (E.164), enter the human number, with a leading + and country code, for example +966501234567.
- Save.
Leaving the field blank routes phone escalations to your dashboard inbox, like web chats.
What the caller experiences
When the AI hands off, the caller hears the number ring and connects to whoever answers. The Mando call then ends, and a note is written into the conversation with the outcome once the forwarded call finishes.
If the number is busy or nobody answers, the caller hears a short apology and the call ends.
Rules and limits
The number must be in E.164 format, and human handoff must be turned on. Forwarding works on inbound Twilio phone calls; on bring-your-own-SIP numbers and web voice calls, escalations go to the inbox instead.
You cannot forward to a number that is itself connected to a Mando AI agent, since that would loop callers back to the AI. Only an admin can set the number.
Frequently asked questions
My escalations still ring the inbox.
Either the field is blank, or the call is on a bring-your-own-SIP number or the web widget, which always go to the inbox.
It rejected my number.
Use E.164 format, and do not use a number connected to a Mando agent or a premium or blocked destination.
Do I still need human handoff on?
Yes. Forwarding only happens when the AI is allowed to escalate.