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How to setup Call Forwarding with Steer's Call Intelligence Feature

This article will guide you through setting up Call Forwarding, so you can unlock CallerID+ and Call Intelligence in Steer, no matter your phone system.

With the Call Forwarding setup, your calls will be routed through Steer's Twilio account, allowing Steer to capture valuable call data and display real-time caller insights. 

⚙️🚨 Important Pre-requisites, please read before continuing. 

In Steer, your shop page has an assigned phone number that is utilized to send texts on behalf of your shop. Based on the assigned phone number in your Steer settings, you will need to complete certain steps to setup Call Forwarding for Call Intelligence and CallerID+.

To view the assigned phone number for you Steer page, in Steer head to: Settings > Communication > Texting > Assigned Phone Number.

Your Steer page's assigned phone number will fall into one of the categories below. Click the category that fits your Steer assigned phone number to be pulled to the corresponding setup instructions.

-> Category A: Steer assigned a new texting number when I signed up.

-> Category B: I use my shop phone number to text in Steer. 

-> Category C: I transferred a texting number from my previous CRM.

Final Step: Ensuring CallerID+ Notifications are on in your Steer User Profile

Category A: Steer assigned a new texting number when I signed up.

The number your were assigned in Steer at sign-up is ready to record calls and be utilized to power Call Intelligence and CallerID+. The forwarding flow is as explained in the highlighted block below.

📞Inbound Calls to Existing Shop Phone Number -> forward to -> Steer Assigned Phone Number -> forward to -> Secondary Phone Number in Shop Phone System

Follow the steps below to begin setup. You will need to complete steps within your phone provider system and within Steer as stated in the instructions below. 

In your phone system:

If your phone provider offers a portal where you can adjust phone settings you should be able to complete the steps below on your own; if not, contact your phone provider for support in completing these steps. 

  1. Aquire a Secondary Phone Number in your phone system; this will be the number that will receive calls at the end of the forwarding process.

    1. You will want to have your phone provider make sure this number is assigned to receive calls and make the phones in your shop ring to be answered. 
    2. This number does not need to be assigned for outbound calling unless you would like to use it for such. You can still use your existing shop phone number for outbound calling.
  2. Set your Existing Shop Phone Number to forward calls to your Steer Assigned Phone Number.
    1. This number should still be assigned to use for outbound calls in your phone system, do not change this setting. 

In Steer Settings > Communication > Calls:

  1. Select Call Forwarding as your phone system. 
  2. Input the information in the appropriate fields. 
  3. Save.
  4. Next you will need to ensure your Steer User Profile notifications are configured to your liking, click here to be pulled to the instructions.

When customers call: Steer Assigned Phone Number forward to Secondary Phone Number in Phone System.

Call Forwarding Instructions

Note: Your customers will still call your Existing Shop Phone Number and you can leave that number on all of your marketing.

Your Existing Shop Phone Number is forwarding calls to your Steer Assigned Phone number once you have completed the first half of the process above; this forwarding is what powers the Call Intelligence and CallerID+ features as the call is now passing through the Steer Twilio system. Steer's Twilio then instantly forwards the call back to your phone system to the Secondary Shop Number.

The passing of the call through our system allows us to record your inbound calls and provide Call Intelligence insights and CallerID+ notifications. The call if forwarded into your phone system instantly when a customer calls so your team can answer the phone and assist.

If you need assistance with setup, please contact our support team via email 
or chat with our team via the Steer platform.

Category B: I am using my shop phone number to text in Steer.

If you are using your shop phone number to text in Steer, our team will need to provide you a Steer Assigned Phone Number, please reach out to your CSM or our support team via email 
or chat in via the Steer platform. 

Once our team has assigned and provided you a Steer Assigned Phone Number you will complete the following steps to setup Call Forwarding to power Call Intelligence and CallerID+.

📞Inbound Calls to Existing Shop Phone Number -> forward to -> Steer Assigned Phone Number -> forward to -> Secondary Phone Number in Shop Phone System

Follow the steps below to begin setup. You will need to complete steps within your phone provider system and within Steer as stated in the instructions below. 

In your phone system:

If your phone provider offers a portal where you can adjust phone settings you should be able to complete the steps below on your own; if not, contact your phone provider for support in completing these steps. 

  1. Aquire a Secondary Phone Number in your phone system; this will be the number that will receive calls at the end of the forwarding process.

    1. You will want to have your phone provider make sure this number is assigned to receive calls and make the phones in your shop ring to be answered. 
    2. This number does not need to be assigned for outbound calling unless you would like to use it for such. You can still use your existing shop phone number for outbound calling.
  2. Set your Existing Shop Phone Number to forward calls to your Steer Assigned Phone Number.
    1. This number should still be assigned to use for outbound calls in your phone system, do not change this setting. 

In Steer Settings > Communication > Calls:

  1. Select Call Forwarding as your phone system. 
  2. Input the information in the appropriate fields. 
  3. Save.
  4. Next you will need to ensure your Steer User Profile notifications are configured to your liking, click here to be pulled to the instructions.

When customers call: Steer Assigned Phone Number forward to Secondary Phone Number in Phone System.

Call Forwarding Instructions

Note: Your customers will still call your Existing Shop Phone Number and you can leave that number on all of your marketing.

Your Existing Shop Phone Number is forwarding calls to your Steer Assigned Phone number once you have completed the first half of the process above; this forwarding is what powers the Call Intelligence and CallerID+ features as the call is now passing through the Steer Twilio system. Steer's Twilio then instantly forwards the call back to your phone system to the Secondary Shop Number.

The passing of the call through our system allows us to record your inbound calls and provide Call Intelligence insights and CallerID+ notifications. The call if forwarded into your phone system instantly when a customer calls so your team can answer the phone and assist.

If you need assistance with setup, please contact our support team via email 
or chat with our team via the Steer platform.

Category C: I transferred a texting number from my previous CRM.

Is the texting number you transferred to Steer used for customer calls in your shop phone system as well? If so, our team will need to provide you a Steer Assigned Phone Number, please reach out to your CSM or our support team via email or chat in via the Steer platform. 

Once our team has assigned and provided you a Steer Assigned Phone Number you will complete the following steps to setup Call Forwarding to power Call Intelligence and CallerID+.

If the texting number in is not used for customer calls in your shop phone system, please proceed with following the steps below.

📞Inbound Calls to Existing Shop Phone Number -> forward to -> Steer Assigned Phone Number -> forward to -> Secondary Phone Number in Shop Phone System

Follow the steps below to begin setup. You will need to complete steps within your phone provider system and within Steer as stated in the instructions below. 

In your phone system:

If your phone provider offers a portal where you can adjust phone settings you should be able to complete the steps below on your own; if not, contact your phone provider for support in completing these steps. 

  1. Aquire a Secondary Phone Number in your phone system; this will be the number that will receive calls at the end of the forwarding process.

    1. You will want to have your phone provider make sure this number is assigned to receive calls and make the phones in your shop ring to be answered. 
    2. This number does not need to be assigned for outbound calling unless you would like to use it for such. You can still use your existing shop phone number for outbound calling.
  2. Set your Existing Shop Phone Number to forward calls to your Steer Assigned Phone Number.
    1. This number should still be assigned to use for outbound calls in your phone system, do not change this setting. 

In Steer Settings > Communication > Calls:

  1. Select Call Forwarding as your phone system. 
  2. Input the information in the appropriate fields. 
  3. Save.
  4. Next you will need to ensure your Steer User Profile notifications are configured to your liking, click here to be pulled to the instructions.

When customers call: Steer Assigned Phone Number forward to Secondary Phone Number in Phone System.

Call Forwarding Instructions

Note: Your customers will still call your Existing Shop Phone Number and you can leave that number on all of your marketing.

Your Existing Shop Phone Number is forwarding calls to your Steer Assigned Phone number once you have completed the first half of the process above; this forwarding is what powers the Call Intelligence and CallerID+ features as the call is now passing through the Steer Twilio system. Steer's Twilio then instantly forwards the call back to your phone system to the Secondary Shop Number.

The passing of the call through our system allows us to record your inbound calls and provide Call Intelligence insights and CallerID+ notifications. The call if forwarded into your phone system instantly when a customer calls so your team can answer the phone and assist.

If you need assistance with setup, please contact our support team via email 
or chat with our team via the Steer platform.

Final Step: Ensuring Notifications are On in Steer User Profile 

In order to receive CallerID+ pop-up notifications you will need to ensure all notification settings are correct. 

1. Click your name in the Lower Left > click Notifications. 

     a. Toggle ON Call Feature notifications.

     b. You will need to repeat for each user who needs to receive notifications. 

2. Ensure Push Notifications are properly set up on your devices that each user utilizes Steer on. 

     a. View our Push Notification Guide Here.

Please reach out to Customer Support if you have any questions.

  • Email 
  • or chat with our team via the Steer platform.