You have two options:
Forward all calls immediately, or
Only forward calls when needed (for instance outside of business hours or when no one picks up).
Important: The direct forwarding in the phone number settings applies to all calls. If you only want to forward outside business hours or when no one answers, use Smartflows — the call distribution editor (Option B).
⚠️ Prerequisite: Admin access to the Aircall Dashboard.
Caller ID: passing through the real caller number
So that the AI Agent can see the caller's number, set the displayed number to the caller's number (the "Caller number" option), not the Aircall number.
Note: For anonymous callers, Aircall displays a placeholder number.
How to set it up
Option A · Forward all calls immediately to the AI Agent
In the phone number settings, enable forwarding to an external number and enter the <Superchat number> in international format (+44). This sends all calls straight to the AI Agent.
Option B · Only when needed (via Smartflows)
In the Aircall Dashboard, click Numbers on the left, select the phone number, open the Call Distribution tab and click Build your call flow.
Add the Time Rule widget via the + button: set the time zone and create the business hours as a branch (days and time slots). Times outside these fall into the At any other time branch.
Outside business hours: connect the At any other time branch to the Redirect to widget, select the External number option and enter the
<Superchat number>in the Ring to field.
When no one answers during business hours: set the business hours branch to a Ring to widget first (your team) and add another Redirect to with External number and the
<Superchat number>directly after it. This kicks in when no one picks up.
Click Publish to activate the flow.
Test
Call your Aircall number.
For Option A: The call goes straight to the AI Agent.
For Option B: Outside business hours, the "At any other time" branch kicks in; during business hours without anyone answering, the subsequent "Redirect to" kicks in. In both cases, the call reaches the AI Agent.