Forwarding (between call flows)

The Forwarding module enables calls to be transferred between different Call Flows. This is particularly useful for organizations with multiple departments or complex routing needs.

Outbound SMS is personal P2P only

Any business use described in our docs applies to calls and voice features only. Outbound SMS on FlyNumber is a personal, person-to-person (P2P) service for individuals only — under carrier messaging rules it is not available to any business, organization, or entity, or to anyone texting on a business's behalf, even for one-to-one conversational messages. That is Application-to-Person (A2P) messaging and requires a registered campaign (e.g. 10DLC) through an A2P provider. Outbound SMS is disabled by default and enabled only after an account review. See SMS information.

Common Uses

• Department transfers
• Escalation paths
• Cross-team routing
• Overflow handling
• Multi-location routing

How It Works

Forwarding between call flows requires two components:

1. An Internal Number in the destination call flow
2. A Forwarding module in the source call flow

Step-by-Step Setup

1. Set Up Destination Call Flow

First, create an Internal Number in the call flow you want to forward calls to:

1. Add an Internal Number module to the destination call flow
2. Configure the extension number (e.g., 9999)
3. Connect it to the desired call path

2. Configure Forwarding

In the source call flow:

1. Add the Forwarding module
2. Set a descriptive name
3. Select the Internal Number destination from step 1

Practical Example

Here's a complete forwarding setup between Support and Sales call flows:

Support Call Flow

Sales Call Flow

In this example:

1. Support call flow has a Voice Menu where:

   • Press 1: Route to Sue
   • Press 2: Route to Jim
   • Press 3: Forward to Sales

2. Sales call flow receives forwarded calls through:

   • Internal Number (extension 9999)
   • Routes to Sales Queue
   • Fallback to voicemail

Best Practices

• Use clear naming conventions
• Document extension numbers
• Test forwarding paths
• Consider fallback options
• Monitor forwarding patterns

Advanced Tips

Feature	Description	Best For
Multiple Forwards	Chain forwarding between flows	Complex organizations
Extension Planning	Systematic extension numbering	Easy memorization
Fallback Routes	Alternative paths if forward fails	Reliability

warning

When setting up forwarding:

• Avoid circular forwarding paths
• Test complete call flows
• Ensure extension numbers are unique
• Document forwarding routes