Inbound Call Routing in Sparkforge: Where Calls Actually Go

By Sparkforge Support Team ·Last reviewed May 3, 2026

Sparkforge routes inbound calls in three priority layers: a number assigned to a user routes there first, then any phone-page forwarding number, and finally the company phone on the business profile.

When a contact calls a Sparkforge phone number, the call follows a fixed priority chain. Knowing the order saves hours of “why did the call go there?” debugging.

Routing priority

  1. Number assigned to a user. If the dialed phone number is assigned to a specific user, the call always rings that user’s phone, web app, and/or mobile app — even if the contact is assigned to a different user.
  2. Phone-page forwarding number. If no user owns the number but a Call Forwarding Number is set on the phone-number config, the call goes there.
  3. Company / business phone. If neither of the above is set, the call falls back to the Company Phone on the Business Profile.
  4. No forwarding configured. The call drops immediately.

Routing matrix

Combinations of user assignment, web/mobile app enablement, and forwarding number determine the final route:

Web appMobile appUser phonePhone-page fwdBusiness phoneResult
YesYesYesanyanyWeb + mobile + user phone
YesYesNoNoNoWeb + mobile app
YesNoNoNoNoWeb app only
NoYesNoNoNoMobile app only
YesYesNoYesanyWeb + mobile + forwarding number
NoNoYesanyanyUser phone
NoNoNoYesanyPhone-page forwarding number
NoNoNoNoYesBusiness phone
NoNoNoNoNoCall drops immediately

Where to set each layer

Company phone (fallback)

  1. Click Settings > Company.
  2. Update the Company Phone field.
  3. Click Update Company.

Call Forwarding Number

  1. Click Settings > Phone Numbers.
  2. Edit the default outbound number.
  3. Set Call Forwarding Number and save.

User phone

  1. Click Settings > Team Management.
  2. Click Edit on the user.
  3. Update the Phone field and save.

Common debug scenarios

Number is assigned to a user but I don’t know which one

Open Settings > My Staff, edit each user, expand Call & Voicemail Settings, and check Select Phone Number. The currently-assigned user is the one whose dropdown shows the number.

Call disconnects immediately

Two common causes: a broken Custom Value in the whisper message, or the number is not voice-capable. Edit the number, clear the whisper, and check Twilio logs for capability flags.

I want every call to ring one specific number, always

Create a user, set their Phone field to that number, and assign the Sparkforge number to that user. The user-priority rule guarantees every inbound call routes there.

Send a number directly to voicemail

Either configure the per-user or per-company voicemail in Sparkforge, or set the inbound call timeout to 1 second so the call rolls to voicemail almost immediately.

Call forwarding with an extension

Extensions are supported only when the number is assigned to a user — the user record has an extension field next to the phone number.

Frequently Asked Questions

Which Sparkforge number did a contact actually call?
Open Conversations, find the contact, hover the inbound call entry, click the three dots, then Details. The To field shows the exact number dialed.
If a contact is assigned to user A but the number is assigned to user B, who gets the call?
User B. Number-to-user assignment beats contact-to-user assignment for inbound routing.
Why does the call still forward when I haven’t set a forwarding number?
Check the Company Phone in Business Information. The company phone is the last-resort fallback before the call drops.
Can I send a number straight to voicemail?
Yes — either configure per-user or per-company voicemail, or drop the inbound call timeout to 1 second so the call rolls almost instantly.
Do extensions work on inbound calls?
Only when the number is assigned to a user. The user record has an extension field next to the phone number.

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