What you configure
| Setting | Purpose |
|---|---|
| Routing mode | How calls reach Avidra (forwarding vs. direct) |
| Avidra/Twilio number | The provisioned number used for SMS and recovery |
| Business phone number | Your existing number customers call |
| Forwarding configuration | Carrier-level forwarding rules |
| Verification state | Whether setup has been tested and confirmed |
Routing modes
Avidra supports two patterns:- Forwarding (recommended)
- Avidra number
Your existing business line forwards missed calls into Avidra. You keep your current number — Avidra runs in the background.How it works:
- Customer calls your business number
- Your phone rings normally
- If you miss the call, it forwards to your Avidra number
- Avidra detects the miss and texts back the caller
Setting up forwarding
If you chose forwarding mode, you need to configure conditional forwarding at your phone carrier:Log into your carrier
Access your phone carrier’s call forwarding settings (AT&T, Verizon, T-Mobile, or your VoIP provider).
Enable conditional forwarding
Set “Forward when unanswered” or “Forward when busy” to your Avidra number. Do not use “Forward always” — that would send every call to Avidra, even ones you want to answer.
Verification checklist
After configuring phone setup, confirm:- The Twilio-backed Avidra number exists and is active
- The business phone number is correct
- Forwarding is configured correctly with your carrier (if using forwarding mode)
- Verification steps show as complete (green checkmarks)
- A test call creates a lead and triggers text-back
Symptoms of phone setup problems
If phone setup is wrong, you may see:- Missed calls do not create leads
- No text-back after a missed call
- Inbound SMS does not attach to the expected workspace
- Conversations stay empty even after testing
- Dashboard shows setup warnings or incomplete checks
Common mistakes
- Choosing forwarding mode but not enabling forwarding at the carrier — the #1 setup error
- Using “Forward always” instead of “Forward when unanswered” — this sends answered calls to Avidra too
- Using the wrong business number in setup
- Assuming the number is active without running a live test
- Changing routing mode but not re-verifying behavior afterward