# Call Forwarding Setup

Call forwarding allows you to redirect incoming calls from your WhatSnap Android SMS device to another phone number—such as a Twilio number, LeadConnector number, or your main business line. This enables you to integrate voice calls into GoHighLevel while using WhatSnap for SMS.

{% hint style="info" %}
**Use Case**: Forward calls from your WhatSnap SMS-only device to a number with full GHL calling features, while keeping your WhatSnap number for SMS messaging.
{% endhint %}

## Why Use Call Forwarding?

### Benefits of Call Forwarding

**Integrate Calls with GoHighLevel:**

* Route voice calls to LeadConnector or Twilio numbers
* Get full GHL calling features (IVR, recording, analytics)
* Keep WhatSnap number for SMS messaging
* Unified contact experience

**Professional Call Management:**

* Forward to team members or call centers
* Ensure calls are always answered
* Separate SMS device from calling operations
* Better work-life balance (forward to office hours only)

**Operational Flexibility:**

* Forward to different numbers based on time of day
* Route to on-call team members
* Backup for when primary device is unavailable

### Common Use Cases

| Scenario              | Forward To             | Benefit                                       |
| --------------------- | ---------------------- | --------------------------------------------- |
| **GHL Integration**   | LeadConnector number   | Full IVR, recording, call routing in GHL      |
| **SMS-Only Number**   | Main business line     | Keep WhatSnap for texting, calls to main line |
| **After Hours**       | Answering service      | 24/7 coverage without dedicated device        |
| **Team Distribution** | Different team numbers | Route calls to appropriate departments        |
| **Backup Number**     | Personal phone         | Temporary forwarding during device issues     |

## Call Forwarding Methods

There are two primary methods to set up call forwarding:

### Method 1: Through Your Carrier (Recommended)

Most mobile carriers offer call forwarding services, though availability and pricing vary.

**Advantages:**

* ✅ Works at carrier level (more reliable)
* ✅ Functions even if device is off or out of range
* ✅ No additional device configuration needed
* ✅ Can usually be enabled/disabled remotely

**Disadvantages:**

* ❌ May incur per-minute forwarding fees
* ❌ Setup process varies by carrier
* ❌ Some carriers don't offer call forwarding on prepaid plans
* ❌ International forwarding may be restricted or expensive

**How to Set Up:**

1. **Contact Your Carrier**
   * Call customer service: \[your carrier's support number]
   * Or visit a carrier store in person
   * Or check carrier's website/app for self-service options
2. **Request Call Forwarding Service**
   * Ask to enable call forwarding on your line
   * Inquire about any associated fees
   * Confirm if it works with your current plan
3. **Configure Forwarding Number**
   * Provide the number where calls should be forwarded
   * Carrier will activate the service
   * Test to ensure it works properly
4. **Manage Forwarding**
   * Most carriers allow on/off toggle via phone codes
   * Example codes (varies by carrier):
     * **Activate**: `*72` + forwarding number + `Call`
     * **Deactivate**: `*73` + `Call`
     * **Check status**: `*#21#` + `Call`

**Carrier-Specific Resources:**

{% tabs %}
{% tab title="US Carriers" %}
**Verizon:**

* Call forwarding: $5-10/month (varies by plan)
* Activate: `*72` + forwarding number + `Call`
* Deactivate: `*73` + `Call`
* Support: 1-800-922-0204

**AT\&T:**

* Often included in plans
* Activate: `*21*` + forwarding number + `#` + `Call`
* Deactivate: `#21#` + `Call`
* Support: 1-800-331-0500

**T-Mobile:**

* Usually included in plans
* Activate: `**21*` + forwarding number + `#` + `Call`
* Deactivate: `##21#` + `Call`
* Support: 1-800-937-8997

**Mint Mobile / MVNOs:**

* Availability varies
* Often included but limited features
* Check with specific carrier
  {% endtab %}

{% tab title="International Carriers" %}
**UK Carriers:**

* Most include call forwarding
* Vodafone: `**21*` + number + `#`
* EE: `**21*` + number + `#`
* O2: `**21*` + number + `#`
* Three: `**21*` + number + `#`

**Canadian Carriers:**

* Rogers: Call forwarding included
* Bell: Usually included in plans
* Telus: Available on most plans
* Activate: `*72` + forwarding number

**Australian Carriers:**

* Telstra: `*21*` + number + `#`
* Optus: `**21*` + number + `#`
* Vodafone: `**21*` + number + `#`

{% hint style="info" %}
**International Note**: Call forwarding codes and availability vary widely by country and carrier. Contact your specific carrier for accurate information.
{% endhint %}
{% endtab %}
{% endtabs %}

### Method 2: On Your Android Device

You can set up call forwarding directly on your Android device without contacting your carrier.

**Advantages:**

* ✅ No need to contact carrier
* ✅ Easy to configure and change
* ✅ Visual interface for management
* ✅ No additional carrier fees (in most cases)

**Disadvantages:**

* ❌ Only works when device is on and has signal
* ❌ Carrier must support the feature
* ❌ May not work if device battery dies
* ❌ Settings can reset after software updates

**Step-by-Step Instructions:**

{% stepper %}
{% step %}

#### Open the Phone App

1. Launch the **Phone** app on your Android device
2. This is your device's native calling app (usually has a phone icon)
   {% endstep %}

{% step %}

#### Access Phone Settings

1. Tap the **three dots** (⋮) in the top-right corner
2. Select **Settings** from the dropdown menu

**Alternative paths depending on device:**

* Some devices: Tap **⋮** → **Call settings**
* Samsung: Tap **⋮** → **Settings** → **Call settings**
* Google Pixel: Tap **⋮** → **Settings** → **Calls**
  {% endstep %}

{% step %}

#### Find Call Forwarding Settings

1. Scroll down to find **"Supplementary Services"** or **"Calling accounts"**
2. Tap on your **SIM card** or carrier name (if you have dual-SIM)
3. Look for **"Call Forwarding"** option
4. Tap **"Call Forwarding"**

**Alternative locations:**

* **Settings** → **Calls** → **Call forwarding**
* **Settings** → **Advanced** → **Call forwarding**
* **Settings** → **GSM call settings** → **Call forwarding**

{% hint style="warning" %}
**Note**: If you don't see "Call Forwarding" option, your carrier may not support device-level call forwarding. Use Method 1 (carrier setup) instead.
{% endhint %}
{% endstep %}

{% step %}

#### Configure Forward Calling Option

You'll see several call forwarding options:

1. **Always Forward** - Forward all calls (recommended for SMS-only devices)
2. **Forward When Busy** - Only when you're on another call
3. **Forward When Unanswered** - Only if you don't pick up
4. **Forward When Unreachable** - Only when device is off or out of range

**For WhatSnap SMS-only setup, choose:**

* **"Always Forward"** or **"Forward all calls"**
  {% endstep %}

{% step %}

#### Enter Forwarding Number

1. Tap on **"Always Forward"** (or your selected option)
2. Enter the **phone number** where calls should be forwarded
   * For LeadConnector: Enter your LC phone number
   * For Twilio: Enter your Twilio number
   * For office line: Enter your main business number
3. Tap **"Enable"** or **"Turn On"**

**Number Format:**

* Use full 10-digit format: `5551234567`
* Or with country code: `+15551234567`
* No dashes or spaces
  {% endstep %}

{% step %}

#### Verify Activation

1. You should see the forwarding number displayed
2. Status should show **"Enabled"** or **"Active"**
3. Some devices show a forwarding icon in the status bar (⤴️ or similar)
   {% endstep %}

{% step %}

#### Test Call Forwarding

**Critical: Always test before relying on it!**

1. Use another phone to call your WhatSnap device number
2. The call should **not** ring on your Android device
3. Instead, it should ring on the forwarding destination number
4. Answer and confirm call quality
5. Verify caller ID shows correctly
   {% endstep %}
   {% endstepper %}

**Video Tutorial:**

Watch this video demonstration of setting up call forwarding on Android:

{% embed url="<https://youtu.be/c1eW3p0MOMM>" %}
Android Call Forwarding Setup
{% endembed %}

## Setting Up for GoHighLevel Integration

### Forward to LeadConnector Number

**Recommended Setup for GHL Integration:**

{% @mermaid/diagram content="graph LR;
A\["📱 WhatSnap Device<br/>(555) 123-4567"] -->|"Forward Calls"| B\["📞 LeadConnector<br/>(555) 987-6543"];
A --|"SMS Traffic"| C\["✅ WhatSnap → GHL"];
B --|"Call Traffic"| D\["✅ LeadConnector → GHL"];
C --> E\["💬 GoHighLevel<br/>Conversations"];
D --> E;

```
classDef whatsnap fill:#e3f2fd,stroke:#1976d2,stroke-width:2px,color:#000000;
classDef leadconnector fill:#f3e5f5,stroke:#7b1fa2,stroke-width:2px,color:#000000;
classDef ghl fill:#e8f5e8,stroke:#00695c,stroke-width:2px,color:#000000;

class A,C whatsnap;
class B,D leadconnector;
class E ghl;" %}
```

**Step-by-Step Integration:**

{% stepper %}
{% step %}

#### Set Up LeadConnector Number

1. In GoHighLevel, navigate to **Settings** → **Phone Numbers**
2. Purchase or configure a **LeadConnector number**
3. Set up IVR, call routing, and other call features
4. Test the LeadConnector number works correctly
   {% endstep %}

{% step %}

#### Forward WhatSnap Device to LeadConnector

1. Use Method 1 or Method 2 above to enable call forwarding
2. Set forwarding destination to your **LeadConnector number**
3. Enable **"Always Forward"** to route all calls
   {% endstep %}

{% step %}

#### Configure Verified Caller ID (Optional)

1. Set up Verified Caller ID in GHL
2. Verify your WhatSnap device number
3. Assign as caller ID for your LeadConnector number
4. Outbound calls from GHL will show your WhatSnap number

See: [Verified Caller ID Setup Guide](https://whatsnap.gitbook.io/whatsnap-docs/faq/calls/verified-caller-id)
{% endstep %}

{% step %}

#### Test the Complete Flow

**Inbound Test:**

1. Call your WhatSnap number from external phone
2. Should forward to LeadConnector number
3. IVR or call routing should work in GHL
4. Call should appear in GHL call logs

**Outbound Test:**

1. Make call from GHL using LeadConnector
2. Recipient sees your WhatSnap number (if caller ID configured)
3. Call features work normally

**SMS Test:**

1. Send SMS to your WhatSnap number
2. Should sync to GHL conversations
3. Reply from GHL should send from WhatSnap device
   {% endstep %}
   {% endstepper %}

### Forward to Twilio Number

Similar process for Twilio:

1. Configure Twilio phone number in your Twilio account
2. Set up call routing, IVR, and other features
3. Forward WhatSnap device calls to Twilio number
4. Configure Twilio webhook to send call data to GHL

**Twilio Benefits:**

* More flexible routing options
* Advanced call features
* Better international coverage
* API access for custom integrations

## Managing Call Forwarding

### Enabling and Disabling

**Via Device Settings:**

1. Return to Phone Settings → Call Forwarding
2. Toggle the forwarding option on/off
3. Changes take effect immediately

**Via Carrier Codes (if supported):**

* **Enable**: `*72` + forwarding number + `Call`
* **Disable**: `*73` + `Call`
* **Check Status**: `*#21#` + `Call`

**Via Carrier App/Website:**

* Many carriers offer management through their mobile app
* Log in to carrier account online
* Enable/disable forwarding remotely

### When to Use Call Forwarding

**Enable forwarding when:**

* ✅ Using device exclusively for SMS
* ✅ Want calls to integrate with GHL
* ✅ Need professional call handling (IVR, voicemail)
* ✅ Device is in location without good signal
* ✅ Sharing number across team members

**Disable forwarding when:**

* ✅ Want to take calls directly on device
* ✅ Avoiding forwarding charges
* ✅ Traveling and need direct call access
* ✅ Troubleshooting forwarding issues

### Conditional Call Forwarding

Instead of forwarding **all** calls, you can use conditional forwarding:

**Forward When Busy:**

* Calls forward only if you're on another call
* Useful if you want to handle some calls directly
* Prevents missed calls during existing conversations

**Forward When Unanswered:**

* Rings on device first
* If not answered within X rings, forwards
* Good balance between direct access and backup

**Forward When Unreachable:**

* Only forwards if device is off or out of range
* Ensures calls aren't lost to voicemail
* Device handles calls when available

## Cost Considerations

### Carrier Forwarding Fees

{% hint style="warning" %}
**Important**: Call forwarding may incur charges from your carrier. Always check your plan details before enabling.
{% endhint %}

**Common Fee Structures:**

| Carrier Type      | Typical Cost     | Notes                   |
| ----------------- | ---------------- | ----------------------- |
| **US Postpaid**   | Often included   | Some charge $5-10/month |
| **US Prepaid**    | Varies widely    | May not be available    |
| **International** | Often included   | Check local carrier     |
| **MVNOs**         | Usually included | Limited features        |

**Per-Minute Charges:**

* Forwarded calls may count as **two calls**:
  * One from caller to your number
  * One from your number to forwarding destination
* You may pay for the second leg
* Can add up quickly with high call volume

**International Forwarding:**

* ⚠️ **Very expensive** if forwarding internationally
* Check rates before enabling
* Consider VoIP alternatives instead

### Cost-Saving Strategies

**Use WiFi Calling:**

* Enable WiFi calling on forwarding destination
* May reduce or eliminate carrier charges
* Better call quality in some cases

**Choose Unlimited Plans:**

* Unlimited plans often include forwarding at no extra cost
* Check fine print for "minutes used" policy

**Alternative: VoIP Forwarding:**

* Forward to Google Voice (free)
* Forward to VoIP service with flat rate
* More cost-effective for high volume

## Troubleshooting Call Forwarding

### Common Issues

<details>

<summary>Call Forwarding Option Not Available in Settings</summary>

**Possible Causes:**

* Carrier doesn't support device-level call forwarding
* SIM card or account restrictions
* Device software limitations

**Solutions:**

1. Use Method 1 (carrier-level forwarding) instead
2. Contact carrier to enable call forwarding service
3. Check if your plan includes call forwarding
4. Try using carrier codes: `*72` + number + `Call`

</details>

<details>

<summary>Forwarding Works But Charges Are High</summary>

**Possible Causes:**

* Forwarding counts as two separate calls
* Forwarding to international number
* Plan doesn't include forwarding minutes

**Solutions:**

1. Contact carrier about forwarding costs
2. Upgrade to plan with included forwarding
3. Forward to local number instead of international
4. Use VoIP alternatives to reduce costs
5. Consider using LeadConnector/Twilio instead of forwarding

</details>

<details>

<summary>Forwarded Calls Go Straight to Voicemail</summary>

**Possible Causes:**

* Forwarding destination number is offline
* Poor signal at forwarding destination
* Destination number blocked your number
* Carrier network issues

**Solutions:**

1. Verify forwarding destination number is working
2. Test by calling forwarding destination directly
3. Check signal strength on destination device
4. Disable and re-enable call forwarding
5. Contact carrier support

</details>

<details>

<summary>Call Forwarding Stops Working Randomly</summary>

**Possible Causes:**

* Device software update reset settings
* SIM card issues
* Carrier network problems
* Battery optimization killed Phone app

**Solutions:**

1. Check call forwarding is still enabled in settings
2. Re-enable call forwarding
3. Disable battery optimization for Phone app
4. Restart device
5. Remove and reinsert SIM card
6. Contact carrier to verify forwarding is active on their end

</details>

<details>

<summary>Caller Hears Busy Signal Instead of Forwarding</summary>

**Possible Causes:**

* Forwarding number is busy or unavailable
* Forwarding failed to activate properly
* Carrier limitation on simultaneous calls

**Solutions:**

1. Test by calling forwarding number directly
2. Ensure forwarding number can receive calls
3. Disable and re-enable call forwarding
4. Use "Forward when busy" option instead
5. Contact carrier support

</details>

## Alternative: Voicemail Instead of Forwarding

If call forwarding isn't available or too expensive, use a voicemail strategy:

### Professional Voicemail Script

{% hint style="info" %}
**Text-Only Strategy**: Direct callers to text instead of leaving voicemail, improving response time and keeping communication in GHL.
{% endhint %}

**Recommended Message:**

> "Hi, this is \[Your Name] with \[Your Business]. This number is used exclusively for texting. If you'd like us to call you back, please send us an SMS, or you can call us directly at our office at \[your main phone number]. Thank you!"

**Why This Works:**

* Trains contacts to text (which syncs to GHL)
* Provides alternative number for urgent calls
* No forwarding fees
* Professional and clear

### Set Up Voicemail

1. Open Phone app on Android
2. Go to Settings → Voicemail
3. Set up voicemail if not already configured
4. Record custom greeting with the script above
5. Test by calling yourself

## Next Steps

After setting up call forwarding:

1. [**Verified Caller ID**](https://whatsnap.gitbook.io/whatsnap-docs/faq/calls/verified-caller-id) - Display your WhatSnap number when calling from LeadConnector
2. [**Missed Call Text Back**](https://whatsnap.gitbook.io/whatsnap-docs/faq/calls/missed-call-text-back) - Auto-text missed callers (alternative to forwarding)
3. [**Making Calls**](https://whatsnap.gitbook.io/whatsnap-docs/faq/calls/making-calls) - Learn about call functionality with WhatSnap
4. [**SMS Installation Guide**](https://whatsnap.gitbook.io/whatsnap-docs/account-management/sms/sms-installation-setup) - Set up your Android device

***

**Need Help?** Contact WhatSnap support at <support@whatsnap.ai> or your carrier's customer service for forwarding assistance.
