Article 4: Advanced Setup: Conditional Call Forwarding and Integrations

Part 1: Conditional Call Forwarding (Maximum Flexibility)

In the first guide, we covered basic call forwarding. Conditional Call Forwarding is a powerful upgrade that gives you more control. It's a feature offered by your phone provider that lets you set rules for when calls should be sent to your AI agent.

Popular Rules:

•Forward when busy: If you're on another call, send the new caller to the AI so they don't get a busy signal.

•Forward when unanswered: If you don't pick up after 3 rings, the AI takes over so you never miss a lead.

•Forward outside business hours: Automatically send all calls to your After Hours agent when you're closed.

To set this up, log in to your phone provider's online portal (e.g., AT&T, Verizon, RingCentral) and look for "Conditional Call Forwarding" or "Advanced Call Handling" settings. This is the key to creating a seamless partnership between your human team and your AI agent.

Part 2: Integrations (Your Automation Engine)

365 Agents isn't just an answering service—it's an automation engine. When a customer calls, your AI can trigger actions in the other tools you use every day. Here are the three most popular integrations to set up first:

1. Connect Your Calendar (for Appointment Booking)

•Go to the Integrations page and select Google Calendar or Outlook Calendar.

•Follow the prompts to connect your account.

•Once connected, your AI can book appointments directly on your calendar based on your availability.

2. Connect Your CRM (for Lead Capture)

•Select Salesforce or HubSpot from the Integrations page.

•After connecting, every new caller can be automatically created as a lead or contact in your CRM.

3. Connect Your Team Chat (for Real-Time Alerts)

•Select Slack or Microsoft Teams.

•You can set up rules to get instant notifications for important events, like when a "hot lead" calls or an existing customer mentions a critical issue.

What You've Accomplished

You've now transformed your AI agent from a simple answering service into a powerful business automation tool. It can now book appointments, capture leads, and notify your team automatically, saving you hours of manual work and ensuring nothing slips through the cracks.