--- title: How Call Forwarding Works in AppFueled description: Learn how call forwarding works in AppFueled using Twilio numbers. Understand how calls are routed to your phone system while still being recorded, tracked, and AI scored. --- [Skip to content](https://appfueled.com/help/how-call-forwarding-works#main-content) [More support](https://appfueled.com/help/kb-tickets/new?hsLang=en-us) ![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png) Open main navigation Close main navigation - [More support](https://appfueled.com/help/kb-tickets/new) - [Submit Ticket](https://appfueled.com/support) [Submit Ticket](https://appfueled.com/support?hsLang=en-us) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://appfueled.com/help?hsLang=en-us) 2. [Sidekick Ninja](https://appfueled.com/help/sidekick-ninja?hsLang=en-us) # How Call Forwarding Works in AppFueled ## AppFueled uses Twilio phone numbers to power call tracking, recording, and AI scoring. With call forwarding enabled, you can still use your existing phone system while capturing call data inside AppFueled. #### **🔄 How Call Forwarding Works** When **call forwarding is turned ON**: 1. A customer dials your **AppFueled (Twilio) phone number** 2. The call is automatically **forwarded to your shop’s main phone system** 3. Your team answers the call on their **normal desk phone or handset** --- #### **🎯 Why This Matters** Even though the call rings through your existing phone system: - The call **originated through a Twilio number** - AppFueled can: - Record the call - Track call activity - Apply AI scoring - Your team can  - Answer call on your physical phone system instead of on the AppFueled browser ✅ This allows you to keep your current phone setup **without losing visibility** --- #### **⚠️ Important Limitations- IF YOUR PHONE SYSTEM IS NOT CALL INBOUND** **\*Do you use Call Inbound as your phone system?** If yes: Disregard these limitations as all calls made through this phone system will be tracked with AppFueled.    For all other phone systems, call tracking and recording **only work if the call starts through a Twilio number**. AppFueled will **NOT capture calls if:** - A customer calls your **original shop phone number directly** - A staff member makes an **outbound call from your shop phone system** ➡️ These calls: - Are **not recorded** - Are **not tracked** - Are **not AI scored** --- #### **🧠 Key Takeaway** Call forwarding lets you: - Use your **existing phone system while still capturing calls that originate from AppFueled numbers** - **If not on call inbound** calls that are made directly to or from your shops phone system will not be tracked, recorded or scored  - If you want outbound calls tracked you must make calls through AppFueled. - [Staff](https://appfueled.com/help/staff?hsLang=en-us) - [Reports](https://appfueled.com/help/reports?hsLang=en-us#main-content) - [Templates/ Automated Texts](https://appfueled.com/help/reports?hsLang=en-us#templates-automated-texts) - [Call Center](https://appfueled.com/help/call-center?hsLang=en-us#main-content) - [Admin](https://appfueled.com/help/call-center?hsLang=en-us#admin) - [Call Center Agent Training](https://appfueled.com/help/call-center?hsLang=en-us#call-center-agent-training) - [Phone Number](https://appfueled.com/help/call-center?hsLang=en-us#phone-number) - [Calls Made by Staff/ Service Advisors](https://appfueled.com/help/call-center?hsLang=en-us#calls-made-by-staff-service-advisors) - [Booking Tool](https://appfueled.com/help/booking-tool?hsLang=en-us#main-content) - [Scheduling](https://appfueled.com/help/booking-tool?hsLang=en-us#scheduling) - [Billing](https://appfueled.com/help/billing?hsLang=en-us) - [Rebates](https://appfueled.com/help/rebates?hsLang=en-us) - [Reviews](https://appfueled.com/help/reviews?hsLang=en-us) - [Canned Notes](https://appfueled.com/help/canned-notes?hsLang=en-us) - [Compliance and Legal](https://appfueled.com/help/compliance-and-legal?hsLang=en-us) - [Templates/Automated Texts & Emails](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#main-content) - [Slow Day](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#slow-day) - [Custom Blast](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#custom-blast) - [Recommended Customer Journey](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#recommended-customer-journey) - [Additional CRM Texts/Templates](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#additional-crm-texts-templates) - [SMS Integration](https://appfueled.com/help/sms-integration?hsLang=en-us) - [Merge Tags](https://appfueled.com/help/merge-tags?hsLang=en-us) - [Customer Profile](https://appfueled.com/help/customer-profile?hsLang=en-us) - [Membership](https://appfueled.com/help/membership?hsLang=en-us) - [Referral Codes](https://appfueled.com/help/referral-codes?hsLang=en-us) - [SPAM](https://appfueled.com/help/spam?hsLang=en-us) - [Sidekick Ninja](https://appfueled.com/help/sidekick-ninja?hsLang=en-us) - [Coupons](https://appfueled.com/help/coupons?hsLang=en-us) - [Apple Developer Account](https://appfueled.com/help/apple-developer-account?hsLang=en-us) - [User Types](https://appfueled.com/help/user-types?hsLang=en-us) - [Star Rewards](https://appfueled.com/help/star-rewards?hsLang=en-us) - [App Design](https://appfueled.com/help/app-design?hsLang=en-us) [![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png "AppFueled")](https://appfueled.com/?hsLang=en-us) #1 app builder platform for auto repair shops since 2015 **Unlike any other CRM, 🚀 launch your first app like a pro!** [mailto:get@appfueled.com](mailto:get@appfueled.com) Copyright © 2025 AppFueled™ | All rights reserved.