🤖 How to Set Up Charlie AI to Answer Your Calls in ALOHA®

This simple guide walks you through setting up and connecting Charlie AI so it can instantly handle calls and schedule appointments for your office in ALOHA.

✨ When You Need This Guide

Use this guide if you’re asking:

"How do I get Charlie answering my ALOHA phone?"
"How do I set up voicemail with Charlie?"
"How to configure Charlie's scheduling and call handling?"
"How do I enable call forwarding to Charlie?"
"Where do I adjust Charlie's call greetings or recognition settings?"
You're setting up Charlie AI for the first time.
You need to switch between having Charlie answer versus your staff.
You are troubleshooting call forwarding that isn't working properly.

What This Covers (And What It Doesn't)

✅ This guide covers: The step-by-step process for enabling and customizing Charlie AI features and connecting your office phone line using both online dashboards and traditional dial codes (like *72).
❌ This guide does not cover: Advanced phone system configurations or troubleshooting for complex business phone setups outside of the ALOHA settings (for those, you should contact your phone provider)

You'll Need:

Access to your Aloha dashboard
Your office phone number ready for forwarding
Optionally, a backup number (cell or ReviewWave number) for calls Charlie can’t handle

✅ Part 1: Customize Charlie's Call Handling in ALOHA

Open Settings: Click the gear icon () in the bottom left corner of ALOHA.
Go to AI Agent Settings: Click AI Agent in the left-hand menu.
Enable Appointment Settings Features: Click the features you want Charlie to handle.
- A blue check means the feature is enabled.
- A grey X means the feature is disabled.
Select Appointment Types: Check the boxes to choose which appointment types Charlie can schedule.
Review Recognition Tab: This tab controls how Charlie answers and ends calls. You can leave this as default so patients know they are talking to an AI assistant. If you edit it, keep the AI disclosure clear for transparency.
Save Changes: After making any updates, be sure to click Save Changes in the bottom right corner.

✅ Part 2: Find Charlie's Number and Set Up Forwarding

Find Charlie's Phone Number: Click General on the left-hand menu of the Settings.
Find the Agent Number: The dedicated number you need is listed under AI Agent Phone Number. Write this 10-digit number down or copy it.
Set Transfer-to Phone Number: Enter a backup phone number where calls Charlie can’t handle will be forwarded. This cannot be your office number again. We recommend using a ReviewWave number, as it ensures these calls are captured in your ALOHA Mission Control and receive your custom auto-text replies (click here for details on how these call are handled).
Forward Your Office Phone: Use one of the methods below to forward your office phone calls to Charlie's dedicated AI Agent Phone Number.

Forwarding Option	How It Works
Option A: Phone Provider's Online Dashboard	Log in to your phone provider's online account. Look for "call forwarding" or "call routing" settings. Set up your rules (e.g., forward after business hours) and enter Charlie's 10-digit number (step 2).
Option B: Traditional Landline (Charlie Answers ALL Calls)	To forward ALL calls immediately (for after-hours): *Dial 72 from your office phone, wait for a tone, then dial Charlie's full 10-digit number (step 2)**.
Option C: Traditional Landline (Charlie Answers Unanswered Calls)	To forward calls only when unanswered (after 3-6 rings): *Dial 71 from your office phone, wait for a tone, then dial Charlie's full 10-digit number (step 2)**.
To Stop Forwarding	To return calls to your staff, simply *dial 73** from your office phone.

💡 Common Questions

What You Might Notice	Why It's Happening	What to Do
Calls aren’t forwarding to Charlie	Phone forwarding is not set up, or the number you entered is incorrect.	Confirm the forwarding number in your phone system exactly matches the AI Agent Phone Number in your ALOHA General settings.
Charlie is not scheduling certain appointments	You have not enabled those appointment types in Charlie’s AI Agent settings.	Go back to the appointment types in ALOHA and check the boxes for the allowed types.
Call greeting does not mention AI	The Recognition tab settings were changed or customized.	Go back to Recognition tab and add a clear AI disclosure to the custom greeting.
Changes made in ALOHA aren't taking effect	You forgot to click the final Save Changes button.	Always click Save Changes after making any edits.
The dial codes (72, 71, *73) don't work	Your specific phone provider uses different forwarding codes.	Contact your phone company for their exact forwarding codes and steps.

🎉 You'll Know It's Working When

Your office phone forwards calls directly to Charlie when the forwarding code/rule is active.
When you test call your office number, Charlie answers and identifies itself as an AI.
Scheduled appointment types match the settings you selected in ALOHA.
Charlie is capturing detailed voicemails and scheduling appointments.

💬 Need Help? We're Here!

If you have questions during the setup of the Charlie AI feature, our support team is ready to help.

Contact us at 800-563-0469 or support@getaloha.com. You can also chat with our support team by using the chat bubble in your ALOHA account.