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Voice & phone calls

Forwarding calls to your phone

Set Rezi to forward certain calls to you or your team instead of handling them itself.

Updated June 9, 2026 2 min read

You can have Rezi forward calls to a real person when the situation calls for it, for emergencies, VIP callers, or simply when you’d rather take it.

Forwarding is the bridge between “the AI handles everything” and “some calls deserve a human voice.” The design principle: the AI answers first and forwards deliberately, rather than your phone ringing for everything and the AI catching scraps. That order matters, it means spam never reaches you, routine questions never reach you, and the calls that do come through arrive pre-qualified, with the AI having already established who’s calling and why.

Common forwarding rules

  • Forward emergencies to your on-call number immediately
  • Forward to you during business hours, let Rezi cover nights and weekends
  • Forward when a caller explicitly asks for a person

Designing your forwarding rules

Start from the question “which calls do I genuinely want to take live?” For most operators the honest answer is: emergencies always, requests-for-a-human usually, and everything else as a message or an AI resolution. Emergencies should forward to the on-call contact, with message-plus-notification as the fallback if the forward goes unanswered, an emergency must never dead-end. The human-request rule is a judgment call: forwarding honors the request instantly, while message-taking protects your time; many operators forward during business hours and take messages after.

If you run a team, point forwards at roles, not people: the on-call rotation for emergencies, the host on duty during open hours. That way coverage changes don’t require rewiring the property, see setting an on-call rotation.

Set it per building

Forwarding is configured in each building’s Voice settings, so different properties can route to different people.

What a forwarded call feels like

For the caller, it’s seamless, “let me connect you to the manager,” and the line continues. For you, your phone rings like any call. If you don’t pick up, the call falls back to message-taking rather than your personal voicemail, so the caller still ends in a good place and you still get the summary and transcript. Either way the call is logged in the Interactions view, including what the AI handled before handing it to you.

Does the caller see my personal number when I’m forwarded a call?
No, the conversation stays anchored to the property number. Your personal line stays private, consistent with security and privacy.
Can I forward to different people at different times?
Yes, combine forwarding with business hours and your on-call setup so days, nights, and weekends each route correctly.
What if I want every single call forwarded to me first?
That’s the overflow pattern, your phone rings first, Rezi catches what you miss, described in after-hours and overflow handling.
Can the AI brief me before connecting the call?
The escalation notification carries the context, and the transcript shows everything said before the handoff, so a quick glance tells you who’s on the line and why.

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