How to Set Up Call Forwarding in Saleshandy

Hello there, Saleshandy users!

An inbound call from a prospect is a buying signal. When that call goes unanswered because the rep is on another call, away from their desk, or off for the day, that signal evaporates. The prospect moves on. The moment is lost.

Call forwarding exists to prevent exactly this. In Saleshandy, you can redirect incoming calls to another team member or an external number under conditions you define, without giving up control over when and how calls get routed.

When call forwarding is enabled on a number, incoming calls that meet your defined conditions get redirected to a different destination, either another team member or an external phone number. The prospect experiences a seamless transfer. Your end handles the coverage logic automatically.

Unlike call recording, forwarding is not enabled by default. You need to turn it on explicitly for each number, inside that number's settings.

This is intentional. Forwarding has direct consequences for who receives calls, so it should require a deliberate setup, not something that activates without configuration.

Navigate to:

Choose any number and click on the three dots, then on ‘Number settings.’

Go to ‘Call forwarding’ and set who the call should be transferred to when you are not able to pick up the call in the browser.

Once you’ve set the conditions, click on ‘Save.’

All incoming calls to this number get redirected to the destination you set, regardless of availability or timing. Use this when a number is actively monitored by someone else, or when you want a specific team member to own inbound for a campaign.

This is the more practical option for most teams. You define the conditions under which calls get forwarded. Available conditions:

These conditions can be combined. For example: forward if unanswered after 20 seconds, and also forward any calls received after 6 PM.

Type the team member's name and their phone number will auto-populate. This keeps everything within your Saleshandy account structure and makes handoffs easy to track.

Select the country code and enter any phone number. This works for mobile phones, office lines, or any number outside the system.

Always test external forwarding numbers. Saleshandy includes a "Test Number" option on the external number input, clicking it opens the dialer with that number pre-filled so you can verify the connection before saving.

Forwarding is one layer deep. If the call reaches your forwarding destination and no one answers there either, the call ends. It does not cascade further.

If the original number has voicemail enabled, the prospect will be prompted to leave a voicemail, which is delivered to the original number's owner, not the forwarding destination.

Each phone number in your account has its own forwarding settings. A number used for a specific campaign can forward to one person; a shared team number can forward to another. There's no forced consistency; each number is configured independently.

This is important for teams running multiple inbound campaigns simultaneously, where different prospects should reach different owners.

If you're using time-window forwarding ("forward calls received between 6 PM and 9 AM"), the time logic is based on your account's configured timezone.

Before enabling time-based forwarding, verify that your account timezone is set correctly. If your account says UTC but your team operates in EST, calls will forward at the wrong times.

You can toggle call forwarding off at any time. Your configured rules, destination, conditions, and time windows are all saved when you disable forwarding. Toggle it back on, and everything resumes exactly as you left it.

This is useful for temporary situations: a team member on vacation, an event week where coverage changes, or testing a new routing setup without losing your baseline.

Call forwarding settings live in Number Settings. Team admins and account owners typically manage number configurations. If your reps don't have access to number settings, make sure someone on your ops or management team sets this up proactively, especially for shared inbound numbers where missed calls have a direct revenue impact.