In this article, you will learn how forwarded calls are charged, why they are billed separately, and how to monitor and reduce related costs.
User level: Admin
When a call is forwarded or redirected to an external number, such as a mobile phone, landline, or any destination outside of CloudTalk, the forwarding leg is always charged from credit. This applies regardless of your calling package and is one of the most common sources of unexpected credit usage.
Why forwarded calls are charged separately
Your calling package covers calls made directly through CloudTalk, from a CloudTalk number to a destination within your package region.
When a call is forwarded, CloudTalk initiates a second call (the "forwarding leg") to the external number. That second call has its own per-minute cost and is always billed from credit.
This means:
An inbound call to your CloudTalk number is free as usual
If that call is forwarded to a mobile phone, you are charged for the forwarding leg at per-minute rates from credit
This applies even if both the original caller and the forwarding destination are within your package region
The key distinction is that forwarding is always billed separately from your calling package.
Common scenarios
After-hours forwarding to a mobile
If your call flow forwards calls to an agent’s personal phone when no one is online, each of those calls is charged from credit. The cost is based on the destination number.
For example, if your team receives 50 after-hours calls per month and each call lasts around 3 minutes, that adds up to 150 billed minutes from credit, even if you have an unlimited calling package
Overflow to an external call center
If your IVR or ring group forwards unanswered calls to an external number, each forwarded call is billed.
During busy periods, this can quickly increase your credit usage.
Forwarding to an international number
If calls are forwarded to a number in another country, the cost is based on the destination.
International forwarding is usually more expensive than domestic calls, so it can lead to higher credit usage if used frequently.
How to check if you have forwarding active
To check if call forwarding is configured:
Go to Numbers in your CloudTalk Dashboard
Select the number you want to review. Edit.
Open Configure call flow
In the Call Flow Designer, review your call flow for any “Redirect to external number” steps.
If present, this means calls are being forwarded outside of CloudTalk and will be charged from credit.
Where to check forwarding charges
Forwarded call charges are included in the Credit Movement export, available in the Billing section. You can use this export to review call activity and identify charges related to forwarded or redirected calls.
If you expect a high volume of forwarded calls, we recommend reviewing your setup in advance or contacting our team to avoid unexpected credit usage.
Reducing forwarding costs
If forwarding is consuming more credit than expected, consider these alternatives:
Use the CloudTalk mobile app instead of forwarding to a personal phone
When agents answer calls through the CloudTalk app, the call stays within CloudTalk and is handled as a regular inbound call, with no forwarding charges.
Use ring groups or agent assignment
Route calls to available agents within CloudTalk instead of forwarding to external numbers.
Limit after-hours forwarding
If forwarding is only needed outside business hours, make sure your call flow does not forward calls during times when agents are available.
Review your forwarding destinations
If you are forwarding to international numbers, check the rate card for the destination, as rates may be higher.
FAQs
Does forwarding apply even if I have an unlimited calling package?
Yes. Calling packages, including unlimited plans, cover direct outbound calls made by agents.
Calls that are forwarded to external numbers are not included in calling packages and are always charged from credit.
Are internal transfers between CloudTalk users charged?
No. Transfers between CloudTalk users stay within the system and do not incur credit charges.
What about calls forwarded to a CloudTalk number?
If the destination is another CloudTalk number within your account, the call remains within CloudTalk and is not treated as an external forwarded call.
How are forwarded call rates determined?
Forwarded calls can include more than one charge, depending on how the call is handled.
When a call is forwarded to an external number, the total cost may include both the inbound part of the call, which is based on the caller’s origin, and the forwarded (outbound) part, which is based on the destination country and number type, such as mobile or landline.
Rates may vary depending on both the origin and destination of the call.
Need help or have a question? Just reach out through our Support portal — we’re here for you.