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Call forwarding guide

How to forward Mango Voice calls to an AI agent

Mango Voice forwards in the Switchboard — the drag-and-drop call flow for your numbers — with an External Transfer box. Changes go live as soon as you save.

Set up your AI agent See how it works

Every call

  1. Sign in at app.mangovoice.com and open the Switchboard for your number.
  2. Click + External Transfer at the top of the screen and enter your AI agent's number (10 digits) in Number.
  3. Tick Pass Through Caller ID, and leave Require 1 to Connect unticked — that option is for cell phones.
  4. Drag the line from Start to the External Transfer box, then click the green Save button.
  5. To stop, connect Start back to your usual call flow and Save. (Clicking a line deletes it.)

Only when nobody answers

  1. Add a Transfer and Continue box that rings your ring group, and set its Timeout in seconds.
  2. Connect its output to an External Transfer box with your AI agent's number, then Save. Calls your team doesn't pick up in time go on to your AI agent.

After hours

  1. Go to Admin → Schedules → New Schedule and mark your open hours. Any time you don't mark open counts as closed.
  2. In the Switchboard, add a Schedule box and connect its Closed path to an External Transfer box with your AI agent's number. Save.

Good to know

  • Your AI agent's number is on your Phonefront dashboard.
  • Every path in a Switchboard has to end in Leave Voicemail, External Transfer or Hang Up.
  • Forwarding set on a desk phone itself is ignored when calls arrive through a ring group, so use the Switchboard.
  • Admins can create and edit Switchboards and schedules; Senior and Super Admins have full access.
  • Leave any “press 1 to accept the call” option off. Your AI agent answers the call by itself and can't press a key.
  • After setting it up, call your business number from another phone to check it reaches your AI agent.

From Mango Voice's own support pages, checked November 2026 — menus and options can differ by plan, so confirm with your provider if one doesn't work: Mango Voice: how to forward phone calls · Mango Voice: External Transfer · Mango Voice: schedules

Other guides: RingCentral · Weave · Ooma Office · Vonage · Nextiva · Microsoft Teams · Zoom Phone · 8x8 · Other phone systems · Bell · Rogers · Telus · Mobile phones · All forwarding options

Questions

Mango Voice forwarding questions

Does my AI agent see the caller's number from Mango Voice?

Yes, with Pass Through Caller ID ticked on the External Transfer. Untick it and the call shows one of your Mango numbers instead — then your AI agent can't text the caller or recognise them.

Can Mango Voice forward only outside office hours?

Yes. Set your open hours in Admin → Schedules, and put the External Transfer on the Schedule box's Closed path. During open hours calls ring your office as usual.

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Choose a plan, connect your store, and get your AI agent's number — then forward your line when you're ready.

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