Forward calls into or out of GorgiasUpdated 4 hours ago

Using call forwarding, you can answer calls made to your Gorgias phone number on a physical device, or direct calls made to external numbers into Gorgias. Forwarded calls will create tickets in your helpdesk, so you can keep track of all interactions with your customers.

Requirements

Available on all Helpdesk plans with the Voice Add-on
All roles can enable forwarding

Forward calls out of Gorgias

Calls made to your Gorgias phone number can be forwarded to an external device, like a mobile phone or landline. When answering a forwarded call, press 1 on your device to accept the call. If the call is missed or declined, it will ring to the next available agent assigned to the queue. Calls will not be forwarded to any agent whose status is set to Unavailable.

An admin must set the ringing behavior for calls to round-robin ringing in order to allow call forwarding. Agents can then set up call forwarding in their profiles, to control exactly where they’d prefer to answer calls when staffing your phone lines.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Profile, then select Your profile.
Scroll to Forward calls to an external number, then click the toggle next to Enable call forwarding.
Click the dropdown menu to select your country code, then enter your phone number.
Click Save Changes.

Note: The phone line receiving the forwarded call must be a direct line to a person; greeting messages or IVR menus on the receiving line will cause the call to drop before it can be answered.

Forward calls when offline

If you’d like to continue to receive calls when you’re away from your desk, you can enable call forwarding when you’re offline. To ensure that calls reach your external device, make sure your status is set to Available, then log out of Gorgias or close your browser window.

From your helpdesk, click the Settings icon in the bottom-left corner.
In the menu, locate Profile, then select Your profile.
Scroll to Forward calls to an external number, then click the toggle next to Enable call forwarding.
Click the dropdown menu to select your country code, then enter your phone number.
Check the box next to Forward calls when offline.
Click Save Changes.

Note: If a call flow is configured to route to voicemail outside of business hours, calls made before or after business hours will be sent to voicemail, and won’t be forwarded to offline agents.

Forward calls into Gorgias

If you aren’t able to port your phone number into Gorgias, you can set up call forwarding to forward calls made to that number into Gorgias instead. Calls that are forwarded into Gorgias are considered billable Voice tickets.

Create a new phone number in Gorgias to use as the destination for forwarded calls.
Work with your current service provider to set up call forwarding to your Gorgias phone number.

Note: Forwarding calls into Gorgias is set up and managed in your current service provider. Specific permissions may be required and your provider may charge you an additional fee for forwarding calls. Contact your service provider for more information.

Below, you’ll find a list of forwarding instructions from common service providers. If your provider isn’t listed here, reach out to them directly for the best advice and documentation for setting up call forwarding.

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