How to forward 8x8 calls to an AI agent

A user's calls

1. In the 8x8 Admin Console, go to Users, click the pencil on the user, then Call forwarding rules → Edit. (Users: 8x8 Work → Settings → Account Settings → Call Forwarding Rules.)
2. Pick the rule: Forward all Calls, When User is Busy, or When User does not Answer the Call.
3. Under Forward the calls to, choose Selected Users or External Numbers, enter your AI agent's number as +1 and 10 digits, click Add to the List and set the seconds to ring.
4. Save the rule, then save the user. For after hours, add a rule with a Recurring Schedule.

Your main number

1. Auto attendant: Admin Console → Auto Attendants → pencil → Call Handling Menus → Main Menu → Edit Settings. Under And then, choose Route call to, with your AI agent's number as the target. Save. With a schedule, the Open and Closed menus can each transfer to an External Number.
2. Ring group: Admin Console → Ring Groups → pencil → Call forwarding rules → Forward all calls → your AI agent's number. Save.

Good to know

• Your AI agent's number is on your Phonefront dashboard.
• A ring group or auto attendant can only forward outside 8x8 if it, or its site, has its own phone number.
• With Forward all Calls, a call that doesn't connect lands in the extension's voicemail — add a rule right below it to hand calls off completely.
• Set forwarding in the Admin Console or 8x8 Work rather than on the desk phone: the phone's own setting overrides them.
• Choose to show the caller's own number on forwarded calls, not your office number. Your AI agent uses it to text payment links and order updates, and to recognise returning customers.
• After setting it up, call your business number from another phone to check it reaches your AI agent.

From 8x8's own support pages, checked November 2026 — menus and options can differ by plan, so confirm with your provider if one doesn't work: 8x8: custom call forwarding in 8x8 Work · 8x8: forward ring group and auto attendant calls · 8x8: auto attendant forwarding rules

Other guides: RingCentral · Mango Voice · Weave · Ooma Office · Vonage · Nextiva · Microsoft Teams · Zoom Phone · Other phone systems · Bell · Rogers · Telus · Mobile phones · All forwarding options