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Dialpad routes calls through call routing rules set on the number, department, or contact centre that receives your main line.
Read How call forwarding works first — it covers choosing a mode and the caller-ID setting that matters on every provider.

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Before you start

  • Your Recepta.ai number, from Phone numbers in the dashboard
  • Admin access to the Dialpad number, department, or office your main line belongs to

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Set up forwarding

1

Open Admin Settings

Sign in to Dialpad and go to Admin Settings. Under Office Settings, choose Main Line, Departments, or Call Centers — whichever holds your main business number.
2

Open Business Hours & Call Routing

Select Business Hours & Call Routing, then click Edit Call Routing on the right.
3

Route to an external number

Set the destination to an external number and enter your Recepta.ai number. Dialpad supports up to five external forwarding numbers, though one is all you need here.
4

Decide what happens first

For no-answer forwarding, keep your team in the routing order and add Recepta.ai as the fallback when nobody picks up. Give your team roughly 15–20 seconds.
5

Set closed-hours routing

Switch between Open Hours Routing and Closed Hours Routing using the selector at the top of the call routing section — rules apply as soon as you change them. To run humans by day and the AI overnight, point closed hours at Recepta.ai and leave open hours alone.Forwarding triggers available: Always, After X rings, When offline, and Outside business hours.
6

Check caller ID pass-through

Confirm forwarded calls present the original caller’s number rather than your Dialpad number.
7

Test from a mobile

Confirm the call appears in Call logs with your mobile as the caller.
Dialpad’s open/closed hours schedule is the cleanest way to run a hybrid setup. Set business hours to ring your team with Recepta.ai as fallback, and closed hours to go straight to Recepta.ai. Set your holiday schedule too, or holiday callers get your open-hours behaviour.

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Departments and contact centres

If your main number points at a department or contact centre rather than a single user, set the routing there — not on an individual’s settings. Changing a user’s personal routing has no effect on calls that arrive via a department. Where agents are assigned to the department, Recepta.ai should be the destination for the no agents available or after hours path, so it catches what your people can’t.

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Troubleshooting

Voicemail is firing before the forward. Move the external destination ahead of voicemail in the routing order, or shorten the ring time before the call moves on.
You’ve probably configured open hours but not closed hours or holidays — or the reverse. Check all three schedules.
Caller ID isn’t passing through. Look for the option to transmit the original caller’s ID on forwarded calls.
Verify the number is in full E.164 form with the country code, and that it’s entered as an external destination rather than selected from your internal directory.
Texts to your Dialpad number are not forwarded. See How call forwarding works.