✨ When You Need This Guide
Ready to connect your phone line to Charlie AI so no call goes unanswered? This step-by-step guide is perfect if you're:
Setting up Charlie AI for the first time
Need to forward calls from your office line to your AI receptionist
Want Charlie to handle voicemails when you're unavailable
Looking to use call forwarding with your current phone provider
Need to switch between having Charlie answer vs. your staff
Troubleshooting call forwarding that isn't working properly
You'll need: Access to your Aloha account and your office phone system
What This Covers: Complete call forwarding setup for both online dashboards and traditional landlines
What It Doesn't Cover: Advanced phone system configurations (your phone provider can help with complex business phone setups)
🔍 Step 1: Find Charlie's Phone Number
Before you can forward calls to Charlie AI, you need to locate Charlie's unique phone number in your Aloha system.
Go to app.getaloha.com and log in Use your regular Aloha account credentials.
Click the down arrow ⬇️ in the bottom left corner This opens your account menu options.
Select "Settings" from the menu This takes you to your account configuration page.
Look for "AI Agent Phone Number" Charlie's dedicated number will be listed here - write it down or copy it.
💡 Keep this number handy - you'll need it for the next steps, and it's helpful to have for future reference.
📱 Step 2: Connect Your Phone Line to Charlie
Choose the method that works best with your current phone setup. Most practices can use either option depending on their phone provider.
Option A: Using Your Phone Provider's Online Dashboard
Many modern phone providers offer web-based call management that makes forwarding easy to set up and control.
Log into your phone provider's online account Look for sections labeled "call forwarding," "call routing," or "incoming call settings."
Set up your forwarding rules You can often create automatic rules for different situations:
Forward calls after business hours
Forward when your line is busy
Forward calls that ring more than 3-6 times
Enter Charlie's 10-digit phone number Paste or type the AI Agent Phone Number you found in Step 1.
Test the setup Call your office number from another phone to make sure it forwards to Charlie.
Option B: Traditional Landline Setup
If you have a standard business landline, you can set up forwarding directly from your office phone.
To forward ALL calls to Charlie immediately:
Dial ∗72 from your office phone Wait for three short beeps, followed by a regular dial tone.
Dial Charlie's complete 10-digit number Enter the AI Agent Phone Number exactly as shown in your Aloha settings.
Listen for the confirmation tone This confirms that call forwarding is now active.
To have Charlie answer only when your office can't (after 3-6 rings):
Dial ∗71 from your office phone Wait for the three short beeps and dial tone.
Dial Charlie's complete 10-digit number Use the same number from your Aloha account.
Wait for confirmation The confirmation tone means Charlie will now handle unanswered calls.
🔄 Step 3: Managing Call Forwarding Day-to-Day
To stop forwarding (when your team is ready to answer calls):
Simply dial ∗73 from your office phone
Your calls will return to ringing at your office normally
To restart forwarding:
Use ∗72 (immediate forwarding) or ∗71 (after several rings) with Charlie's number again
💡 If Things Still Aren't Working
What You Might Notice | What To Check | Next Steps |
∗72, ∗71, or ∗73 codes don't work | Phone provider compatibility | Contact your phone company for their specific forwarding codes |
Calls not reaching Charlie | Number entry accuracy | Double-check you entered Charlie's full 10-digit number correctly |
Charlie not answering forwarded calls | Account setup | Verify Charlie's number in your Aloha settings matches what you entered |
Forwarding works sometimes but not always | Phone provider settings | Contact your provider to check network-level forwarding status |
Common question: "Can I set Charlie to only answer during certain hours?" Yes! If your phone provider has an online dashboard, you can often set up time-based rules to automatically forward calls to Charlie after hours, during lunch, or on weekends.
Another common question: "How do I test if forwarding is working?" Call your office number from a different phone (like your cell phone). Don't test from the same line you're forwarding from, as this can cause confusion.
🎯 Pro Tips for Call Forwarding Success
Choose the right forwarding option:
Use ∗72 if you want Charlie to answer immediately (great for after-hours or when short-staffed)
Use ∗71 if you want your team to have a chance to answer first (ideal during business hours)
Keep it organized:
Write down Charlie's number and keep it easily accessible
Test your forwarding setup regularly to make sure it's working
Let your team know when Charlie is active vs. when calls come directly to the office
Plan for different scenarios:
Set up automatic forwarding rules if your provider supports them
Consider having Charlie handle calls during lunch breaks or busy periods
Use Charlie for consistent after-hours patient communication
🎉 You'll Know It Worked When:
Calls to your office number reach Charlie AI when forwarding is active
You can hear Charlie's professional greeting when you test call
Patients can reach your practice even when your office is closed
Charlie captures detailed voicemails and appointment requests
You can easily switch between Charlie answering and your staff answering
No more missed calls during busy periods or after hours
What to expect: Once set up, call forwarding typically works immediately. Charlie will handle calls professionally and capture all the information your patients need to share.
💬 Need Help? We're Here!
Having trouble with call forwarding setup? Our support team responds within 2 hours during business hours and can help troubleshoot any phone provider issues.
Contact us if:
Your phone provider uses different codes than ∗72, ∗71, ∗73
Charlie isn't receiving forwarded calls even after setup
You need help setting up time-based forwarding rules
Your phone system has special requirements we haven't covered
Phone provider support tip: If our standard codes don't work, your phone company's customer service can provide the exact steps and codes for your specific service.
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