AI Frontdesk: Routing calls to your assistant
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Valid for: AI Receptionist (plans from August 31, 2026) (Momentum AI)
This article walks you through setting up call forwarding for your AI Receptionist.
Your assistant has its own phone number and can be reached on this number as soon as the initial setup is complete. There are two ways for your customers to contact it: you can either provide them with the assistant’s phone number directly, or you can have your existing business number forwarded to it – in which case your customers will continue to call the number they are already familiar with. This feature is available in the AI Receptionist product. The following steps show which option is best suited to your line and how to set it up using the guided setup.
Note
The guided dialog behind the Go live button is not a technical activation process – even though the button is labeled Activated afterward. Your assistant has been active since the initial setup and can be reached on its own phone number – even without this dialog. The dialog simply guides you step by step through setting up the right way for callers to reach your assistant.
Start the guided setup
- Log in to your IONOS account.
- Click on Menu > AI Frontdesk in the title bar.
- In the contract overview, click on Manage in the tile for the contract you want.
- Click on the Go live button in the top right-hand corner. The guided dialog will open.
Note
In the assistant interface, you can switch to a different contract at any time using the contract selection in the top-left corner. You can recognize it by the name of your assistant – Rita by default – with an arrow next to it. For contracts with AI Receptionist, the list also shows the phone number.
Select contact method
This dialog guides you step by step through setting up the connection that suits you best.
In the Do you already have a phone number for your business? step, enter the number your customers currently use to contact you under Business phone number. If you do not have one yet, click I don't have a phone number yet instead.
In the How should callers reach your assistant? step, choose one of the two options:
- Use assistant's own number: you pass on your assistant’s number directly. Call forwarding is then not necessary.
- Forward my existing number: your customers continue to call your usual business number, and the calls are forwarded from there to your assistant.
What happens next depends on this choice – the following two sections describe both options.
Pass on your assistant’s number right away
If you have selected Use assistant's own number, the setup is now complete. The dialog box will display the message Your assistant is ready! and show you your assistant’s phone number.
- Click Copy next to the phone number.
- Share the number wherever your customers can find it – on your website, in your email signature, or on your business cards.
- Click Got it to close the dialog box.
Note
The Reset button on this page only resets the dialog box itself, so that you can go through it again. It does not affect your assistant’s settings or its availability.
Forward an existing number to the assistant
If you have selected Forward my existing number, the dialog will first ask you two questions:
- In the What type of phone line do you have? step, choose between Mobile (smartphone) and Landline (desk phone, VoIP, or router).
In the When should calls be forwarded? step, specify when your calls should be forwarded to your assistant:
- Forward all calls: every incoming call goes straight to your assistant.
- Forward when unanswered: your phone rings first, and your assistant only takes the call if you do not answer. You can set how long it rings beforehand under Ring duration before call forwarding – the default is 15 seconds.
Cell phones: Setting up call forwarding using a dialing code
To forward calls from a smartphone, set up call forwarding directly in your device’s Phone app. The dialog box provides the correct dialing code – you do not need to enter it yourself:
- In the What device or system do you use? step, select either Android or iPhone.
- In the Set up call forwarding step, click Copy next to the Activation code. Your assistant’s phone number is already included there, in international format with a leading +.
- Paste the code into your device’s phone app and dial it.
The dialog box generates the code to match your selection: **21*assistant’s phone number#** forwards all calls, **61*assistant’s phone number**ring duration#** only if the call is not answered.
Landline: Setting up call forwarding to a router or telephone system
With a landline connection – for example, via a desk phone, a VoIP provider, or a router such as the FRITZ!Box – you set up call forwarding on the device itself. The dialog box shows you the destination number, which you enter there as the call forwarding destination.
You can also use the dialog box to generate a set of instructions tailored specifically to your device.
Transmit the caller's original phone number
Where possible, set up your call forwarding so that the caller’s original number is passed on. Only then can your assistant greet callers personally and match callbacks correctly. The settings required by your provider for this are set out in the article AI Frontdesk: Passing on the original number when forwarding calls.
Add a privacy notice
Please Note
As soon as your assistant starts answering calls, you must inform your customers about data processing. To do this, add a privacy notice regarding AI-powered telephony to your website. Failure to include this notice may have legal consequences.
Disable forwarding
You can cancel call forwarding at any time. The assistant will remain active under its own number.
- Cell phone: Enter ##21# (for all calls) or ##61# (if the call is not answered) into your phone app.
- Landline: Deactivate the rule in the settings of your router or telephone system.