Connecting your Voice Agent to Grasshopper

Note, this process may vary slightly based on your current configuration in Grasshopper.

Overview

To connect Yonder with Grasshopper, you’ll:

1. Create a new extension for the voice agent
2. Add call forwarding to the Yonder voice agent number.
3. Route your main number to that extension
4. Configure a fallback number. 

Once set up, all incoming calls will be answered by the voice agent, with the option to transfer to a human.

Prerequisites

Before getting started, make sure you have:

• Access to your Grasshopper admin account
• Your Yonder voice agent phone number (from Twilio)
• A fallback number 

Step 1: Create a Voice Agent Extension

Grasshopper does not allow adding custom inbound numbers directly, so we use an extension to route calls externally.

1. Log into Grasshopper
2. Navigate to Extensions
3. Click Add Extension
4. Create a new extension:
   • Name: Yonder Voice Agent
   • Extension number: (e.g. 1)

👉 Extensions act as routing points that can forward calls to external numbers or services

Step 2: Add Call Forwarding to the Voice Agent

Next, configure the extension to forward calls to your Yonder agent.

1. Open the newly created extension
2. Click Edit
3. Select Add Call Forwarding
4. Enter your Yonder (Twilio) phone number
5. Choose call handling:
   • Recommended: Direct connect
6. Set call schedule:
   • Select 24/7 (or customize if needed)

👉 Grasshopper allows forwarding calls to external numbers with customizable schedules

Step 3: Remove Forwarding Announcements (Optional)

By default, Grasshopper may play a message before forwarding calls.

To create a seamless experience:

1. Scroll to Call Forwarding Greetings
2. Change the setting to Ring Time

This ensures:

• Callers hear a normal ringing tone
• The voice agent answers naturally (no extra message)

Step 4: Route Your Main Number to the Extension

Now connect your public-facing number to the voice agent.

1. Go to Numbers → Call Routing
2. Select your main number
3. Click Edit
4. Set routing to:
   • Forward to Extension → Yonder Voice Agent

👉 This ensures all incoming calls are immediately routed to the voice agent

Final Call Flow

Once configured, your system will work like this:

1. Customer calls your main number
2. Call routes to Yonder Voice Agent extension
3. Extension forwards to Yonder (Twilio) number
4. Voice agent answers the call
5. If needed → transfers to human fallback number
   

Tips & Best Practices

• Use 24/7 forwarding unless you want time-based behavior
• Remove forwarding messages for a more natural experience
• Test the flow by calling your main number after setup
• Keep your fallback number active to avoid failed transfers

Frequently Asked Questions

1. Where do I find my Yonder Voice Agent phone number?
   To access your Voice Agent phone number, head to the Yonder Dashboard and click on Voice -> Setup. You will see your number at the top where it says "You can call your number at +18881234567."
2. Where do I add my fallback number?
   To add your fallback number, head to the Yonder Dashboard and click on Voice -> Setup. You will see "Forward to Staff", add your fallback number here.
3. Do I need a fallback number?
   Yes. Fallback numbers are required so when a guest requests to talk to a team member, the Voice Agent can successfully forward the call. You'll want to ensure the fallback number is different than the main business number guests call.