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Overview

DialPad customers need to set up call forwarding to Recepta.ai to enable your AI voice agent to answer your calls. This guide walks you through the complete setup process, from obtaining your Recepta.ai phone number to configuring Dialpad’s call routing.

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Getting Your Recepta.ai Phone Number

Before configuring Dialpad, you’ll need to obtain your dedicated Recepta.ai phone number.
1

Access Your Dashboard

Navigate to your Recepta.ai dashboard at https://recepta.ai/dashboard
2

Locate Your Phone Number

Your Recepta.ai phone number will be displayed prominently in the dashboard. Copy this number as you’ll need it for the Dialpad configuration.Recepta.ai Phone Number Location
3

Complete Agent Setup

Ensure you have completed setting up your AI voice agent’s call instructions and configuration before proceeding with call forwarding.
Keep your Recepta.ai phone number handy - you’ll need to enter it into Dialpad’s forwarding settings.

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Forwarding Calls to Recepta.ai

Dialpad’s interface has evolved over time, so we recommend following Dialpad’s official documentation for the most up-to-date instructions on managing your main line.

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Main Line Call Routing

1

Access Dialpad Instructions

Visit Dialpad’s official guide for managing main line call routing:Dialpad: Manage a Main Line - Call Routing
2

Configure Forwarding

Follow Dialpad’s instructions to forward your main line to your Recepta.ai phone number (obtained from your dashboard).
3

Test the Setup

After configuration, make a test call to verify calls are routing correctly to your Recepta.ai voice agent.

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Business Hours Configuration

You can set different call routing rules for when your office is open versus closed, allowing you to optimize call handling throughout the day.

Business Hours Routing

Configure how calls are handled during your regular business hours

After-Hours Routing

Set up different routing for evenings, weekends, and holidays

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Setup Business Hours Routing

To configure time-based call routing in Dialpad:
  1. Visit Dialpad’s business hours routing guide: Dialpad: Business Hours Call Routing
  2. Configure your business hours schedule
  3. Set different forwarding destinations for:
    • During Business Hours: Your team, with Recepta.ai as overflow
    • After Hours: Direct to Recepta.ai
    • Holidays: Custom routing for special occasions
Consider using Recepta.ai as your primary after-hours solution to ensure no calls are missed when your team is unavailable.

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Overflow Call Handling

If you want to use Recepta.ai as your “overflow” answering service (when your team is busy), configure it as a fallback option in Dialpad.

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Fallback Configuration

1

Access Fallback Settings

Visit Dialpad’s fallback options guide:Dialpad: Fallback Options
2

Configure Overflow Routing

Set Recepta.ai as your fallback destination when:
  • All team members are busy
  • Calls aren’t answered within a certain time
  • Your queue reaches maximum capacity
3

Set Ring Duration

Configure how long calls should ring your team before forwarding to Recepta.ai (recommended: 10-15 seconds maximum)
Keep ring times under 15 seconds to prevent caller drop-off. Many callers will hang up if they wait too long.

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Call Routing Strategies

Choose the strategy that best fits your business needs:
Best for: Businesses wanting complete AI automationSetup: Forward all calls directly to Recepta.ai phone numberBenefits:
  • No missed calls
  • Consistent service 24/7
  • Reduced operational costs
  • Instant call pickup
Best for: Businesses preferring human touch with AI backupSetup: Ring team for 5-10 seconds, then forward to Recepta.aiBenefits:
  • Prioritize human interaction
  • AI handles overflow and after-hours
  • No calls go to voicemail
  • Flexible coverage
Choose “Sequentially” (not “Simultaneously”) for the “Phones Will Ring” option to ensure proper fallback behavior.
Best for: Businesses with defined operating hoursSetup: Different routing for business hours vs after-hoursBenefits:
  • Optimize for different times
  • Cost-effective coverage
  • Flexible scheduling
  • Custom holiday routing

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Advanced Configuration

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Important Setup Tips

Ring Time Limits

Maximum 10 seconds ring time before forwarding to Recepta.aiLonger wait times increase caller drop-off rates significantly.

Sequential vs Simultaneous

Choose “Sequential” mode when using team + AI fallbackEnsures AI only picks up when team doesn’t answer.

Avoid Infinite Loops

Use different numbers for transfersIf your agent transfers calls, ensure the transfer destination is your direct line (e.g., cell phone), not your main Dialpad number.

Test Thoroughly

Make test calls after configurationVerify calls route correctly in all scenarios before going live.

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Preventing Call Loops

If your Recepta.ai agent has transfer destinations configured, ensure the transfer number is different from your main Dialpad number. Otherwise, you’ll create an infinite loop where calls keep getting bounced back and forth.
Example Safe Configuration:
  • Main Dialpad Number: Forwards to Recepta.ai
  • Agent Transfer Destination: Your direct cell phone or desk phone

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Testing Your Setup

After configuration, thoroughly test your call forwarding:
1

Test During Business Hours

Call your Dialpad number during business hours to verify routing works as expected
2

Test After Hours

Call outside business hours to ensure after-hours routing is configured correctly
3

Test Overflow

Have multiple people call simultaneously to test overflow/fallback behavior
4

Test Call Transfers

If configured, test that agent transfers work without creating loops
5

Review Call Logs

Check both Dialpad and Recepta.ai dashboards to verify calls are logging correctly

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Troubleshooting

Possible Solutions:
  • Verify you entered the correct Recepta.ai phone number in Dialpad
  • Check that your Dialpad forwarding is enabled and active
  • Ensure your Recepta.ai agent is configured and active
  • Review Dialpad’s call flow settings
  • Make a test call and check both systems’ logs
Possible Solutions:
  • Disable voicemail in Dialpad for this number
  • Ensure Recepta.ai is set as the primary destination
  • Check ring duration settings (should forward before voicemail triggers)
  • Verify fallback settings are configured correctly
Possible Solutions:
  • Ensure transfer destinations use different phone numbers
  • Don’t forward Dialpad number to itself
  • Use direct lines (cell/desk phones) for agent transfers
  • Review your call flow logic in both systems
Possible Solutions:
  • Verify business hours are set correctly in Dialpad
  • Check timezone settings
  • Ensure both business hours and after-hours rules are configured
  • Test during transition times (opening/closing)

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Monitoring and Optimization

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Call Analytics

Dialpad Analytics

Monitor call volume, duration, and routing patterns in Dialpad’s dashboard

Recepta.ai Analytics

Track AI agent performance, conversation quality, and customer satisfaction

Call Logs

Review detailed logs of all calls handled by your AI agent

Performance Metrics

Compare metrics across different routing strategies to optimize performance

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Next Steps

Configure Your Agent

Customize your AI agent’s responses and behavior

Set Up Transfers

Configure call transfer destinations for complex scenarios

Knowledge Base

Add custom knowledge to help your agent answer specific questions

View Analytics

Monitor performance and optimize your call handling

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Need Help?

Dialpad Support

Visit Dialpad’s help center for platform-specific questions

Schedule Demo

Book a personalized walkthrough with our team

Documentation

Browse our comprehensive documentation