Telnyx: Support Call Forwarding
Viiky Ng
Business Problem:
Sub-accounts created through respond.io cannot activate Telnyx call forwarding due to a technical limitation on the Telnyx platform. Attempting to enable it produces an error.
Businesses in regions where Telnyx doesn't support number portability (e.g., Saudi Arabia) have no way to port their existing carrier number to Telnyx. Their only viable path is to forward calls from their original carrier (e.g., STC) to a Telnyx DID, then route them into respond.io via SIP. This flow currently does not work because of the same sub-account restriction.
Desired Outcome:
Enable Telnyx sub-accounts to support call forwarding configurations, covering both outbound forwarding (respond.io → external number) and inbound relay (external carrier → Telnyx DID → respond.io).
Chris Homburger
I have a landline phone that I want to use in RespondIO. When someone calls my business, they call the Telnyx number and it rings in RespondIO. I want that Telnyx number to also forward to my landline so that my staff can use the physical phone system they are used to. The forwarding must also record and transcribe conversations like a call directly to RespondIO
A
Alyaa See
Hi Chris Homburger thanks for sharing this context!
To better understand your use case, could you share what your team’s workflow looks like today, and how external call forwarding would help solve the business problem?
This will help us assess the request more clearly.
Chris Homburger
Alyaa See Sure thing. I run a chain of service-oriented businesses. One of them uses a competitor to RespondIO and we want to move them onto RespondIO with the rest of our locations. Currently, they use Twilio VoIP to manage the number. When a customer calls us, the competitor platform is able to receive the call, forward it to our landline, record it, and transcribe it in the platform. My staff speaks with customers through the landline.
This is important because the landline rings in several spots throughout the business, and my staff wants to use the landline's other features (handsets, routing, easy handoff between locations). They prefer to use the landlines over the phone app.
Allowing forwarding (and recording/transcribing for forwarded calls) reduces the training and onboarding burden. It also reduces the number of workflows that need to change within the business (which sounds trivial, but is quite important).
Support dyafa
Business Problem:
I am using a Saudi unified number (920017871) from STC, and since number portability is not supported by Telnyx in Saudi Arabia, I cannot port the number. I am trying to forward calls from STC to a Telnyx DID and then route them to Respond.io via SIP. However, call forwarding scenarios like this are currently not supported or do not work properly.
Desired Outcome:
Allow Respond.io to support inbound call forwarding from external numbers (e.g., STC → Telnyx DID → Respond.io via SIP), so businesses in regions without number portability can still use voice integration.
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Alyaa See
Hi Support dyafa, thanks for sharing this request and the detailed context!
We’ve taken this into consideration and will continue monitoring the request. We’ll keep you updated if there’s any progress.