Setting up call forwarding from Podium to Distance
Forward calls from Podium to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically.
Call forwarding from Podium routes inbound calls directly to your Distance number, allowing the AI Voice agent to handle calls consistently even when your team is unavailable. Once calls reach Distance, they are transcribed, caller details are captured, and tickets can be created for follow-up.
This setup ensures no call goes unanswered, reduces manual work, and keeps a complete record of customer interactions, helping your team maintain responsiveness and service quality without constant oversight.
Before you begin
Access to Podium Settings
Your Distance business phone number
Call routing behavior is controlled entirely in Podium. Distance only receives calls once they are forwarded.
Optional: Add Distance as an External number
Before configuring call routing, you can add your Distance phone number as an External number in Podium. This makes it easier to select later and avoids manually entering the number during routing setup.
In Podium, click More → Settings.
Under Communications → Phones, select Desk phones.
In External numbers, click Add number.
Enter a Nickname, for example "Distance", and your Distance phone number.
Set Permission for call forwarding to Don’t ask permission.
Because Distance AI cannot accept or approve forwarded calls, Don’t ask permission must be selected for calls to route successfully.
Click Save.
Once added, the Distance number is selectable in call routing settings.
How to set up call forwarding
From the main page of your Podium account, click More, then select Settings.
Under the Communications section, click Phones.
From the Call Experience tab, select the phone number you want to configure. The default number is labeled Podium number.
Click Call routing. Under Route calls directly to, click the dropdown and select Phones.
In Include these phones, open the dropdown and select the Distance number under External numbers.
Under Permission for call forwarding, select Don’t ask permission.
Turn off the Call greeting.
Alternative method (Manual entry)
If you did not add Distance as an external number:
Under Route calls directly to, select # Phone number.
For Phone number, select Enter a number and manually enter your Distance phone number.
Under Permission for call forwarding, select Don’t ask permission.
Turn off the Call greeting.
Click Save.
How to set up after-hours call forwarding
This guide explains how to configure after-hours calls in Podium so they forward to your Distance phone number, allowing Distance AI to handle calls outside of business hours.
From the Call Experience tab, select the phone number you want to configure. The default number is labeled Podium number.
Click After-Hours Calls. Turn on Customize after-hours calls preferences.
Under Route calls directly to, click the dropdown and select Phones.
In Include these phones, open the dropdown and select the Distance number under External numbers (or use the Alternative method above)
Under Permission for call forwarding, select Don’t ask permission.
Turn off the Call greeting. Your screen should look like the below image.
Optional: Ring internal numbers first, then forward to Distance
If you want calls to ring one or more internal users before routing to Distance, you can configure this using Call Groups in Podium. This approach allows Distance to act as a fallback when no one answers during business hours.
Because Podium does not allow routing from an external number or standalone phone number into another call group, the group that forwards to Distance must be the final step in your routing flow.
How this works
Go to Settings, then select Phones.
Open the Call Groups tab and click Create call group.
On the Details tab, enter a Group name. The Extension and Advanced fields can be left unchanged. Click Next to continue.
On the Members tab, use the Add members dropdown to select the user or users who should receive calls in this group. Click Next to continue.
If multiple users are selected, all selected numbers will ring at the same time when a call reaches this group.
On the Routing tab, under During business hours, set If unanswered after 4 rings, forward to and select Phone number.
In the Select number dropdown, choose Add new number, then enter your Distance phone number. Hit Next once done.
This group should be the last group in your routing sequence, as Podium does not support routing from an external number to another call group.
Configure your call group schedule on the Schedules tab. Click Save to finish.
Using multiple call groups
If you need calls to ring different teams or numbers in a specific order, repeat this process to create additional call groups. Configure each group to forward to the next group if unanswered, and ensure the final group forwards to Distance.
This setup allows your team to handle calls first during open hours, while still ensuring unanswered calls are routed to Distance as a reliable fallback.
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