Mango Voice — Day Agent Setup
How to set up PupPilot as your full-time AI receptionist on Mango Voice with live transfer.
How Mango Voice Works
Mango Voice uses a visual Switchboard — a drag-and-drop editor where you build your call flow by connecting blocks (like "Start", "Ring Group", "External Transfer", "Time Condition", "Voicemail"). Each phone number in your account has its own Switchboard. This is where all routing changes happen.
Call Flow
Inbound
Caller
Public Number
Switchboard
External Transfer
PupPilot answers
Transfer-back
PupPilot
Dials Internal Number
Its Switchboard
Ring Group
Staff answers
Two numbers, each with its own Switchboard. The public number forwards everything to PupPilot. The internal number rings your staff.
Part A — Forward Your Public Number to PupPilot
1
Open the Public Number's Switchboard
Log in to my.mangovoice.com. Select your clinic's main (public) phone number and open the Switchboard.
2
Replace the existing flow with an External Transfer
Remove or disconnect the existing blocks (Ring Group, IVR, etc.). Add an External Transfer block. In the Number field, enter the PupPilot phone number. Connect Start → External Transfer. Every call to this number now goes directly to PupPilot.
Tip: Before modifying, screenshot your current Switchboard so you can restore it if needed.
3
Save and Test
Save the Switchboard. Call your public number — PupPilot answers, no desk phones ring.
Part B — Set Up Your Internal Number
You need a second phone number in your Mango Voice account that PupPilot can dial to transfer callers back to your front desk. This number gets its own Switchboard that routes to your staff's Ring Group.
Prevent Call Loops
The internal number's Switchboard must NOT include any path that forwards to PupPilot. Its no-answer fallback should go to Voicemail.
1
Get a second phone number
If you don't already have a second DID in your Mango Voice account, contact Mango Voice Support at (888) 541-1397 or support@mangovoice.com to provision one.
Say: "I need a second phone number added to my account. It will be used by an external AI service to transfer calls to our front desk."
2
Build the Internal Number's Switchboard
Select the second number in the admin portal and open its Switchboard. Build a simple flow: Start → Ring Group (add your front desk phones/extensions), Ring Group timeout → Voicemail.
Set the Ring Group to simultaneous ring and a timeout of ~25 seconds. Important: there should be NO External Transfer block in this Switchboard.
3
Test the Internal Number
Call the second number from a cell phone. Your front desk phones should ring. Answer — call connects. Call again and don't answer — should go to voicemail, NOT to PupPilot.
4
Share with PupPilot
Give this second number to your PupPilot onboarding contact.
Alternative Option
If getting a second DID isn't feasible, you can use an individual extension number — but only if it's externally dialable. In Mango Voice, extension-level call forwarding is ignored when the extension is part of a Ring Group, so a dedicated second DID is the cleaner approach.
Test the Full Flow
1
Call public number
PupPilot answers. Desk phones do NOT ring.
2
Call internal number
Desk phones ring. Staff picks up.
3
Call internal number, don't answer
Goes to voicemail. Does NOT loop to PupPilot.
Troubleshooting
| Issue | Fix |
|---|---|
| Calls don't reach PupPilot | Check the Switchboard — make sure Start connects directly to the External Transfer block with the correct PupPilot number. |
| Desk phones still ring (Day Agent) | The public number's Switchboard still has a Ring Group in the path. Remove it; Start should go straight to External Transfer. |
| Internal number doesn't ring | Second number may not have a Switchboard configured, or the Ring Group has no members. Build the Switchboard per Part B. |
| Calls loop | Internal number's Switchboard has an External Transfer to PupPilot. Remove it. Timeout should go to Voicemail only. |