Help Center › Communication › Call forwarding
Call forwarding
Forward incoming calls to your personal phone so you never miss a lead. Asan rings your browser first, then forwards to your phone if you don't answer.
How call forwarding works
Call forwarding uses a sequential ring pattern to make sure every inbound call gets answered:
- Browser rings first. When an inbound call arrives, your browser dialer rings for approximately 20 seconds.
- Forward to phone. If you don't answer in the browser, the call is forwarded to the personal phone number you configured.
- Voicemail fallback. If neither your browser nor your phone answers, the call goes to Twilio voicemail (if configured). The voicemail recording appears in your Call Logs.
Call forwarding only applies to inbound calls. Outbound calls you make through the power dialer or manual dialer are not affected.
Setting up forwarding
Forwarding is configured per phone number. To enable it:
- Go to Phone Numbers. Navigate to Phone Numbers in the sidebar.
- Select a number. Click the number you want to configure forwarding for.
- Enter your personal number. In the forwarding field, type your personal phone number (mobile or landline) including the country code.
- Save. Click Save. Forwarding is now active for that number.
Use your mobile number for forwarding so you can answer leads while away from your desk. Make sure the number can receive calls — numbers with Do Not Disturb enabled will not ring.
When forwarding triggers
Forwarding only activates under specific conditions:
- Inbound calls only — outbound calls are never forwarded.
- Browser unanswered — forwarding only triggers when you do not pick up in the browser within approximately 20 seconds.
- Forwarding number set — if no forwarding number is configured, the call goes directly to voicemail (or rings out) after the browser timeout.
If your browser tab is closed or you are logged out, the browser cannot ring. The call will still forward to your phone after the 20-second timeout, but you lose the chance to answer in-app where you have the lead's full context on screen.
Voicemail
When forwarding is enabled and neither your browser nor your forwarding phone answers, the call falls through to Twilio voicemail. Here is what happens:
- The caller hears a standard voicemail greeting.
- Their message is recorded by Twilio.
- The voicemail recording appears in your Call Logs as a missed call with a voicemail attachment.
- You receive a notification so you can return the call promptly.
Tips
- Keep your browser tab open during business hours so you can answer in-app first — you will have the lead's profile and history right in front of you.
- Test forwarding after setup by calling your Asan number from another phone and letting the browser ring out.
- If you are going on vacation, consider forwarding to a colleague's number or disabling forwarding so calls go straight to voicemail.
- Forwarded calls are still recorded and transcribed by Cori, just like browser-answered calls.
- Check your Call Logs regularly for missed calls and voicemails — speed-to-lead matters.
Frequently asked
Does call forwarding cost extra?+
Forwarding uses an additional call leg through Twilio, which incurs standard per-minute charges. These are deducted from your included minutes or wallet balance. The cost is the same as a regular outbound call to your forwarding number.
Can I forward to multiple phone numbers?+
Currently, each Asan number supports one forwarding destination. If you need to ring multiple people, consider assigning different Asan numbers to different team members, each with their own forwarding number.
Does forwarding work internationally?+
Yes. You can forward to any phone number that Twilio can reach, including international numbers. International forwarding legs are billed at Twilio's rates for the destination country.
Can I turn forwarding off temporarily?+
Yes. Go to Phone Numbers, select the number, clear the forwarding field, and save. Calls will ring your browser only and then go to voicemail if unanswered. Re-enter the number anytime to re-enable.
Do forwarded calls get recorded?+
Yes. Forwarded calls are recorded, transcribed, and analyzed by Cori just like any other call. The recording and coaching insights appear in Call Logs and on the lead's detail page.
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Last updated 16 Jun 2026 · Applies to: Asan CRM