Three paths
| Forward | New number | Port | |
|---|---|---|---|
| What clients dial | Your existing number, forwarded to FrontDesk | The new FrontDesk number | Your existing number, now on FrontDesk |
| Setup time | Minutes, at your carrier | Seconds, in FrontDesk | Typically two to four weeks |
| Undo | Turn forwarding off at your carrier | Release the number | Port the number out again |
Every path ends with the AI answering on the location's one FrontDesk number. Many practices forward first, port later.
When forwarding is the right choice
- You want to keep your current carrier for now.
- You want to be able to switch the AI off quickly: turn forwarding off at your carrier and calls ring your old setup again.
- You only want some calls to reach the AI, such as busy, unanswered or after-hours calls.
- You are not ready to do porting paperwork yet.
How to set it up:
- Get the location's FrontDesk number: open Settings → Phone & SMS, and on the Calls tab click Set up a phone number. See Get a phone number.
- At your current carrier (its portal, or a forwarding code dialed from the line), forward your existing number to the new FrontDesk number.
- Choose always, busy, no-answer or scheduled forwarding, depending on how much you want the AI to handle.
- Call your existing number from another phone. The AI should answer.
Forwarding happens on your carrier's network, not FrontDesk's, so the exact steps come from your carrier. How the FrontDesk number itself answers (AI, your team, or a forward) is set on the Calls tab under Who answers; see Set call routing and forwarding.
When a brand-new number is the right choice
- You are a new practice or a new location without an established main line.
- You are happy to publish a new number on your website, listings and signage.
A location can hold only one active number, so a new number replaces nothing at another location; see Phone numbers across locations.
When porting is the right choice
- You have been forwarding for a while and are confident the AI should answer permanently.
- You want your existing number to reach FrontDesk directly, without the extra hop through your old carrier.
- You want to cancel your old phone service.
Porting is started by the account owner from Settings → Phone & SMS → Calls → Have a number you want to keep?. See Port your existing number for what the form asks for and the timeline.
The decision in one sentence
Forward first, port once you're sure; get a new number only if you have no established line to keep.