Bypass mode is a system state in which your AI Employee stops handling inbound calls and immediately forwards them to a designated phone number instead. The Bypass Phone Number is the forwarding destination used during this state. This guide explains what Bypass mode is, when it applies, and how to configure the bypass phone number for your account.
The bypass phone number is configured using the project_attributes_setting_voice_integration_service_bypass_phone_number attribute.
How Bypass mode works
When Bypass mode is active, every inbound call is transferred to the configured bypass phone number instead of being handled by the AI Employee. This ensures callers can still reach a person even when the AI Employee is unavailable.
Bypass mode can be activated in two ways:
Platform-level: Enabled globally by the Newo.ai support team — for example, during a platform maintenance window. When active at this level, it applies to all accounts.
Per-account: Not yet available. Per-account bypass activation will be supported in a future release.
Configure the bypass phone number
In the Portal, navigate to your AI Employee's attribute settings.
Locate
project_attributes_setting_voice_integration_service_bypass_phone_number.Enter the forwarding phone number in E.164 format (e.g.,
+15551234567).Click Save.
🗒️ NOTE
The bypass phone number cannot match your business's public phone number. If both numbers are the same, the platform will automatically clear the bypass phone number to prevent a forwarding loop.
What happens when Bypass mode is active
Inbound calls are immediately transferred to the bypass phone number.
The AI Employee does not greet, route, or handle any part of the call.
If no bypass phone number is configured, inbound calls are disconnected.
When Bypass mode is deactivated — for example, after a maintenance window ends — the AI Employee resumes handling calls normally with no reconfiguration required.