Grasshopper — Day Agent Setup

How to set up PupPilot as your full-time AI receptionist on Grasshopper with live transfer.

Setup Self-service setup · ~10 minutes

Setup Note

Grasshopper is a virtual system with no desk phones. Calls route to cell phones or existing landlines.

How Grasshopper Works

Grasshopper is a virtual phone system — it routes calls to your existing phones (cell, landline, or softphone) without desk phone hardware. Call routing is managed through the Grasshopper admin portal at portal.us.grasshopper.com. Key concepts: Extensions (virtual routing destinations), Call Forwarding (to external numbers), and Business hours / schedules (time-based routing).

Call Flow

Inbound

Caller

Main Number

Forward

PupPilot answers

Transfer-back

PupPilot

Dials Internal Number

Staff phones ring

Staff answers

Two numbers: the public Grasshopper number (routes to PupPilot) and a secondary extension or cell number for transfers.

Part A — Forward Your Public Number to PupPilot

Log in to Grasshopper

Go to the Grasshopper admin portal at portal.us.grasshopper.com and sign in.

Set All Calls to Forward

Go to Settings > Extensions and select the main extension. Under Call Forwarding, click Edit Schedule. Set the schedule to Always Open or 24/7, and enter your PupPilot phone number as the forwarding destination.

Save and Test

Call your Grasshopper number. PupPilot should answer immediately.

Part B — Set Up Your Internal Number

PupPilot needs a number to transfer callers back to your staff. Since Grasshopper is virtual and has no desk phones, use a secondary extension or a separate phone number (cell phone, landline, or VoIP line) for transfers.

Prevent Call Loops

The internal/transfer number must NOT forward to PupPilot on no-answer. Set the fallback to voicemail to prevent call loops.

Choose an Internal Number

You have two options: (A) Create a secondary Grasshopper extension that forwards to staff cell phones, or (B) Use an existing separate phone number (cell phone, VoIP line, etc.).

Option A: Create a Secondary Extension

In Grasshopper, go to Call management > Extensions and select Add new extension. Set it to forward to your staff's cell phones. Set no-answer to voicemail.

Option B: Use Existing Phone Number

If your staff already have a cell phone or separate line, use that number directly. Make sure it does NOT forward to PupPilot on no-answer.

Share the Number with PupPilot

Provide the extension number (for Option A) or the separate phone number (for Option B) to your PupPilot contact for call transfers.

Test Transfers

Have PupPilot call the internal number. Staff phones should ring. If unanswered, should go to voicemail — not PupPilot.

Test the Full Flow

Call your public Grasshopper number

PupPilot should answer.

Call your internal number

Your staff phones should ring. Pick up — the call connects.

Call your internal number and don't answer

Should go to voicemail, NOT back to PupPilot.

Troubleshooting

Issue	Fix
Calls don't reach PupPilot	Check the extension's call forwarding settings at `Settings > Extensions`. Verify the PupPilot number is correct.
After-hours forwarding not activating	Verify the business hours schedule is configured correctly. Check that the timezone matches your clinic location.
No desk phones available for transfers	Grasshopper is a virtual system with no desk phones. Use staff cell phones or a separate VoIP number for transfers.
Calls loop between PupPilot and your system	The internal number is forwarding to PupPilot on no-answer. Change the fallback to voicemail.

References

Also Available for Grasshopper

🌙 After-Hours Call Forwarding Guide →

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