> ## Documentation Index
> Fetch the complete documentation index at: https://resource-center-zoho-crm-staging-feb20.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Call forwarding

> Route calls to external numbers, answering services, or backup lines for continuous availability

## Overview

Call forwarding ensures your business never misses important calls by automatically routing them to alternative numbers. Whether you need coverage during vacations, after-hours support, or overflow handling during busy periods, Quo, formerly OpenPhone's call forwarding integrates seamlessly with your call flows to maintain professional service around the clock.

## Understanding call forwarding

**Two forwarding approaches**

Quo offers flexible forwarding options for different needs:

1. **Forward all calls**: Simple, immediate forwarding of every call that comes in. You might do this in a situation where the whole company is going to be closed for a week or some other time period.
2. **Conditional forwarding**: Smart routing based on business hours or call flow logic, where you forward the call simply based on whether a given situation calls for for.

**Common use cases**

* **Vacation coverage**: Route to a colleague while you're away
* **After-hours service**: Send calls to an answering service
* **Overflow handling**: Forward when all team members are busy
* **Emergency backup**: Ensure continuity during outages
* **Geographic routing**: Direct calls to regional offices

## Setting up forward all calls

The quickest way to forward calls when you need immediate coverage:

### Enable forwarding

1. Click the **Default call flow** dropdown at the top of the call flow builder
2. Select **Forward all calls**
3. Enter the destination number (internal or external)
4. Click **Create new call flow**

<Frame>
  <img src="https://mintcdn.com/resource-center-zoho-crm-staging-feb20/ju8QSIdNTzoIsK_1/images/core-concepts-administration-call-flows/how-to-forward-your-openphone_cleanshot-2025-02-24-at-101924_e3fde205.png?fit=max&auto=format&n=ju8QSIdNTzoIsK_1&q=85&s=cdff3a57f6e9dad6bfb5b471455bdfbc" alt="Selecting forward all calls option" style={{ maxHeight:"450px" }} width="1905" height="966" data-path="images/core-concepts-administration-call-flows/how-to-forward-your-openphone_cleanshot-2025-02-24-at-101924_e3fde205.png" />
</Frame>

### Activate the forwarding flow

Once configured, activate your forwarding:

1. Review the forwarding destination
2. Click **Enable this call flow**
3. Confirm the **Live** indicator appears

<Frame>
  <img src="https://mintcdn.com/resource-center-zoho-crm-staging-feb20/ju8QSIdNTzoIsK_1/images/core-concepts-administration-call-flows/how-to-forward-your-openphone_cleanshot-2025-02-24-at-102140_f5ebdf58.png?fit=max&auto=format&n=ju8QSIdNTzoIsK_1&q=85&s=a3aede1b1181439676210059e0b02b58" alt="Enabling call forwarding flow" style={{ maxHeight:"450px" }} width="1912" height="974" data-path="images/core-concepts-administration-call-flows/how-to-forward-your-openphone_cleanshot-2025-02-24-at-102140_f5ebdf58.png" />
</Frame>

<Note>
  The "Forward all calls" flow cannot include additional steps—it's designed for simple, direct forwarding only.
</Note>

### Return to normal routing

To disable forwarding and restore your default flow:

1. Select **Default call flow** from the dropdown
2. Click **Enable this call flow**
3. Forwarding stops immediately

## Conditional call forwarding

For more sophisticated routing based on business hours or specific conditions:

### Business hours forwarding

Route calls differently during and after hours:

<Frame>
  <img src="https://mintcdn.com/resource-center-zoho-crm-staging-feb20/ju8QSIdNTzoIsK_1/images/core-concepts-administration-call-flows/how-to-forward-calls-to-a-dedi_cleanshot-2025-03-21-at-101621_ff8f2fe8.gif?s=6bcee250cd22ce8d3df3598c2b96b97e" alt="Setting up conditional forwarding with business hours" style={{ maxHeight:"450px" }} width="800" height="500" data-path="images/core-concepts-administration-call-flows/how-to-forward-calls-to-a-dedi_cleanshot-2025-03-21-at-101621_ff8f2fe8.gif" />
</Frame>

1. **Add business hours condition**
   * Drag Business hours step after Incoming call
   * Configure your schedule in settings
2. **Set during-hours routing**
   * Add Ring users step
   * Configure normal team routing
3. **Set after-hours forwarding**
   * Add Forward call step
   * Enter external number or answering service

## Configuring forward call steps

Within your call flow builder:

### Add forwarding step

1. Drag **Forward call** step into your flow
2. Can be placed after:
   * Incoming call trigger
   * Ring users (as fallback)
   * Business hours condition
   * Phone menu options

### Select destination

Choose where to forward calls:

* **Quo numbers**: Other numbers in your workspace
* **Team members**: Specific user's external number
* **External numbers**: Any US/Canadian number
* **Answering services**: Third-party services

<Warning>
  Call forwarding currently only supports US and Canadian numbers. International forwarding is not yet available.
</Warning>

## Managing forwarded calls

What happens when a call is forwarded?

* **Recording**: Quo can't record a forwarded call since it's been sent elsewhere and is no longer in your account.
* **Transcription**: This isn't available for the same reasons as recordings.
* **Analytics**: We'll log the call as coming in to Quo and being transferred.
* **Voicemail**: As above, any functionality will be dependent on the number your forward callers to.

## Troubleshooting

**Forwarding not working**

* Verify destination number is correct
* Ensure number is US or Canadian
* Check that flow is published and live
* Confirm no conflicts with other settings

**Poor call quality**

* Test destination number directly
* Check forwarding destination's connection
* Consider alternate forwarding numbers

**Calls not reaching destination**

* Verify destination can receive calls
* Check for blocks on forwarded calls
* Ensure destination voicemail isn't full

## Text message forwarding

<Info>
  Text message forwarding is not currently supported. Alternatives include:

  * Share numbers with team members
  * Use auto-replies for away messages
  * Set up email notifications for texts
  * Check messages in mobile app
</Info>

## FAQs

<AccordionGroup>
  <Accordion title="Can I forward to international numbers?">
    No, call forwarding currently only supports US and Canadian numbers. For international needs, consider using a US-based answering service that can handle international clients.
  </Accordion>

  <Accordion title="Will forwarding affect my caller ID?">
    Your Quo number will still appear as the caller ID when forwarding calls. The recipient sees your business number, not the forwarding destination.
  </Accordion>

  <Accordion title="Can I forward based on who's calling?">
    Not directly, but you can use a phone menu to let callers self-select, then forward specific options to different numbers.
  </Accordion>

  <Accordion title="What happens to forwarded voicemails?">
    Voicemails are handled by the forwarding destination. They won't appear in your Quo inbox unless the destination forwards them back.
  </Accordion>

  <Accordion title="Can I forward texts automatically?">
    No, text forwarding isn't supported. Share numbers with team members who need text access, or set up auto-replies for away messages.
  </Accordion>

  <Accordion title="Is there a limit on forwarding?">
    There's no limit on how many calls you can forward, but remember that each forwarded call uses two call legs and counts double toward your usage.
  </Accordion>

  <Accordion title="Can I schedule forwarding?">
    Yes, use business hours with different routing for during and after hours. For other scheduling needs, manually switch between call flows as needed.
  </Accordion>
</AccordionGroup>

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