Your customers already know your number. It is on your van, your website, your Google listing and a hundred old invoices. The good news: you do not need to change it to use an AI receptionist.
How the pieces fit together
Narvin answers calls that arrive on a Twilio number you buy in your Narvin dashboard, on an account we manage for you. You assign that number to an agent. The question is simply how calls to your existing number reach it.
Option 1: Forward all calls
Ask your phone provider (or use your phone system’s settings) to forward every call from your existing number to your Twilio number. The AI answers everything.
Best for: businesses that want the AI to be the first point of contact, then pass messages and bookings to the team.
Watch out for: forwarding charges from your current provider — check your tariff.
Option 2: Forward only when you cannot answer
Most providers support conditional forwarding:
- When busy — the AI answers if you are already on a call
- When there is no answer — the AI picks up after a set number of rings
- When unreachable — the AI answers if your phone is off or out of signal
Some phone systems also let you forward on a schedule, for example outside opening hours.
Best for: small teams that want overflow and after-hours cover while still answering calls themselves.
Tip: set the no-answer delay to around 15–20 seconds so callers are not left ringing.
Option 3: Port your number to Twilio
You can move (port) your existing number to Twilio and connect it to Narvin directly. Calls no longer pass through your old provider.
Best for: businesses that want to simplify their phone setup, or that are changing provider anyway.
Watch out for: porting takes time and paperwork, and you should plan the switch-over for a quiet period. Keep the old service active until the port completes.
Which should you choose?
| Your situation | Best option |
|---|---|
| Testing AI for the first time | Conditional forwarding (no answer and after hours) |
| AI should answer everything | Forward all calls |
| Simplifying or switching provider | Port to Twilio |
| Several numbers or sites | A Twilio number per line (up to three per business), each assigned to the right agent |
After you connect
- Make test calls from a mobile and a landline
- Check the transcript and summary in call logs
- Confirm messages reach the right person by email, Slack or your CRM
For step-by-step technical setup, see the help centre article on connecting a phone number.
