This guide explains how to connect your AI Agent to BT, covering both BT Cloud Voice and BT Cloud Voice Express (also known as BT Cloud Work / BT Cloud Phone).
BT Cloud Voice and Cloud Voice Express are two different products with separate portals. Use the section below that matches your setup.
Basic setup
In Superchat, under your AI Agent's phone settings, enter the Superchat number that should be the destination of the forward.
Set up call forwarding in your BT portal to this Superchat number (see the relevant section below).
Test the forwarding with a real call before going live.
BT Cloud Voice
Sign in to the BT Cloud Voice Business Portal.
From the Dashboard, select Users, then select the user you want to set up forwarding for.
Select Features from the left-hand sidebar menu.
Select Call Forwarding Always (forwards every call immediately) or Call Forwarding Busy (forwards only when the line is busy), and enter the Superchat number.
Important: Call Forwarding Always overrides every other forwarding option. If you have this set up, no other call forwarding rule will apply.
If your number is assigned to a Hunt Group or Auto Attendant rather than an individual user, forwarding needs to be set up at that level instead: search for the number in Call routing groups (Enhanced) on the Dashboard, open the relevant menu option, and change the destination number there.
BT Cloud Voice Express (Cloud Work / Cloud Phone)
Log in to the BT Cloud Work portal.
Go to Users → Call Handling & Forwarding (or Settings → Call Handling and Forwarding, depending on your view).
Enter the Superchat number as the number you want calls forwarded to.
Getting further help
Inside the BT Cloud Voice Business Portal, look for the Assist me button on any page for detailed, guided instructions specific to that feature.