When setting up your AI Agent to take phone calls, you'll be asked to choose a phone type: either Phone System or Cellphone. Picking the right one determines which setup instructions you'll be shown, so it's worth knowing the difference before you start.

Choose Cellphone if you're forwarding from a single mobile number or a single landline phone, with no system or PBX behind it.

Typical use cases:

Essentially, you should select phone number if your business utilises nothing more complex than one number or one device.

If this applies to you, forwarding is usually set up directly on the phone itself (or via your mobile carrier), using either a quick dial code or your phone's built-in call forwarding settings — no admin portal required.

Choose Phone System if your business calls come in through a PBX, VoIP, or cloud telephony system — for example SIP trunks, cloud-based phone systems, or a shared office/landline system with multiple extensions.

Typical use case: You have a central business number that's managed through a provider (like 3CX, Placetel, sipgate, RingCentral, NFON, and others), possibly with multiple team members or extensions behind it, and calls are routed through that system before reaching anyone.

If this applies to you, you'll set up call forwarding within your phone system's admin console, pointing it to your Superchat number:

If you choose Phone System and don't see your specific provider in the list, that doesn't mean it isn't supported. Superchat supports a wide range of PBX, VoIP, and cloud telephony systems beyond the ones listed with a dedicated guide.

Setup is still possible even if your system isn't listed — the underlying principle is the same across providers:

The exact menus and terminology will vary by provider, so if you can't find the right setting, or you're not sure which system you're on, reach out to support.