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Phone Setup is the most critical area in Avidra. If this is wrong, missed-call recovery and SMS workflows will fail even if the rest of the workspace looks correct.
Phone Setup controls your Avidra number, routing mode, forwarding, and call verification.

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What you configure

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Routing modes

Avidra supports two patterns:
Your existing business line forwards missed calls into Avidra. You keep your current number — Avidra runs in the background.How it works:
  1. Customer calls your business number
  2. Your phone rings normally
  3. If you miss the call, it forwards to your Avidra number
  4. Avidra detects the miss and texts back the caller
Best for: Teams that already have an established business number and want to keep it.
This choice affects how missed calls are detected, which webhook path is used, and how your carrier needs to be configured.

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Setting up forwarding

If you chose forwarding mode, you need to configure conditional forwarding at your phone carrier:
1

Copy your Avidra number

Find your Avidra/Twilio number on this page and copy it.
2

Log into your carrier

Access your phone carrier’s call forwarding settings (AT&T, Verizon, T-Mobile, or your VoIP provider).
3

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.
4

Return and verify

Come back to Phone Setup and run the verification checks.

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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

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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
When troubleshooting, always start here. Most “missing leads” issues trace back to phone setup.

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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