Help center
Transfer your phone number and support email
Everything you need to connect your existing business line and support inbox to runtowork — prerequisites, step-by-step instructions, and fixes for the most common issues.
Before you start
- An active runtowork account on any paid plan (trial works too).
- Access to your phone carrier account or VoIP admin portal.
- Admin access to your email provider (Google Workspace or Microsoft 365) for shared inboxes.
- About 15 minutes — forwarding and routing rules take effect almost immediately.
Phone number transfer
Step 1
Pick your transfer path
Forward calls and keep your carrier (fastest — minutes), get a new runtowork number, or port your number permanently (2–4 weeks with a signed LOA).
Step 2
Enable forwarding with your carrier
Landlines and most mobile carriers: dial *72 + your runtowork number for all calls, or *61/*62/*67 for busy/no-answer. VoIP platforms (RingCentral, Teams Phone, Zoom Phone, Dialpad): set 'forward to external number' in the admin portal.
Step 3
Test the handoff
Call your business line from an outside phone. The runtowork assistant should answer within two rings. If your old voicemail picks up, adjust ring counts or forwarding mode.
Support email connection
Step 1
Find your intake address
Each workspace gets a unique address like yourcompany@in.runtowork.com. It's in your welcome email and your dashboard onboarding panel.
Step 2
Add a routing rule
Google Workspace: Admin console → Apps → Google Workspace → Gmail → Routing → add recipient mapping to your intake address. Microsoft 365: Exchange admin center → Mail flow → Rules → 'Redirect to' the intake address. Single mailbox: Settings → Forwarding.
Step 3
Send a test email
Email your support address from an external account. It should appear in your interaction feed within about a minute, with an AI-drafted reply when confidence is high.
Common issues and fixes
Calls ring through to my old voicemail
Forwarding isn't active or voicemail answers first. Re-dial the forwarding code, then lower the ring count so runtowork answers before voicemail.
Forwarded calls show the runtowork number, not the caller
Enable 'caller ID pass-through' (sometimes called 'original caller ID') in your carrier or VoIP forwarding settings.
Emails forwarded but nothing appears in the dashboard
Check the routing rule targets your exact intake address, and that your mail provider didn't quarantine the rule confirmation. Allow up to five minutes, then re-run verification from the dashboard.
Replies from runtowork land in customers' spam
Add the SPF and DKIM records provided during onboarding to your domain's DNS, so replies sent on your behalf are authenticated.
Porting is taking longer than expected
Number ports take 2–4 weeks by regulation. Delays usually come from a mismatched account number or PIN with your current carrier — double-check your latest bill.
Still stuck?
Track every step in your dashboard onboarding checklist, or contact our team.