Call Transfers

Sometimes a caller needs to speak to a real person. Your AI agent can transfer calls to you or your team when needed.

How Call Transfers Work

When a transfer happens:

1. The caller asks to speak with someone (or the situation requires it)
2. Your AI agent says something like “Let me connect you with our team”
3. The call is transferred to your phone number
4. You pick up and continue the conversation

Setting Up Transfers

Call transfers are configured at the business level in the Transfer tab.

1. Go to Dashboard > Business
2. Click on your business
3. Open the Transfer tab
4. Toggle Call Transfer on
5. Add at least one department with a phone number

Master Toggle

The Call Transfer toggle enables or disables transfers for all campaigns under that business. When disabled, your AI agent will not attempt to transfer any calls.

When to Set Up Transfers

Good Reasons to Transfer

When NOT to Transfer

Your agent can handle these without transferring:

• Scheduling routine appointments
• Answering FAQs (hours, pricing, location)
• Taking messages
• Providing general information about services

Writing Transfer Instructions

Be specific about when to transfer. Here are some examples:

For a Medical Office

“Transfer to the front desk manager if:

• Caller has a medical emergency (also tell them to call 911 first)
• Caller has a complaint about a recent visit
• Caller wants to discuss test results
• Caller specifically asks for a doctor or nurse

For appointment scheduling, hours, insurance questions, and general info, handle it yourself.”

For a Law Firm

“Transfer to the managing attorney if:

• Caller has an urgent legal matter (active arrest, court deadline today)
• Caller is an existing client asking about their case status
• Caller wants to discuss retainer terms
• Caller specifically asks for an attorney by name

For initial intake, scheduling consultations, and general questions, handle it yourself.”

For a Home Service Business

“Transfer to the owner if:

• Caller has a complaint about previous work
• Caller wants a quote for a job over $500
• Caller mentions an insurance claim

For scheduling, pricing questions, and messages, handle it yourself.”

What Happens If Nobody Answers the Transfer

If the transfer number doesn’t pick up, your agent can:

• Take a message from the caller
• Let them know someone will call back
• Offer to try again later

Department Routing

Instead of sending every transfer to the same number, you can route callers to the right department automatically. Your AI agent listens to what the caller needs and connects them to the matching team.

Setting Up Departments

Departments are configured in Dashboard > Business > Transfer tab.

For each department, you can set:

How the AI Matches Departments

When a caller asks to be transferred, your agent checks:

1. Does the caller’s request match a department name? (e.g., “Can I talk to sales?”)
2. Does the caller’s request contain any keywords from a department? (e.g., “I want a refund” matches a department with the keyword “refund”)

If a match is found, the call goes to that department’s routing number. If no department matches, it goes to your default transfer number.

Enabling Department Routing

Department routing needs to be turned on per campaign:

1. Go to your campaign settings
2. Under Tools, enable Department Routing
3. Departments are always configured at the business level, so all campaigns for that business share the same departments

Hold Music

You can play music to callers while they wait during a warm transfer.

Choosing Hold Music

Configure hold music in Dashboard > Business > Transfer tab. You can choose from:

• Ambient Calm — Relaxing background music
• Corporate Relaxed — Professional and calm
• Classical Piano — Elegant piano music
• Corporate Curious — Upbeat professional
• Upbeat Modern — Lively and modern
• Upload Your Own — Upload an MP3, WAV, or OGG file (max 10MB)
• None — Silence during transfers

If you don’t set any hold music, callers will hear silence while waiting.

Transfer Timeouts

When your agent does a warm transfer, it waits for the human to pick up. You can control how long it waits before giving up.

Configuring Timeouts

Set the timeout in your campaign settings under Transfer Timeout:

What Happens on Timeout

If nobody answers within the timeout:

1. The outbound call to your team is hung up
2. Hold music stops
3. Your AI agent comes back and says something like “I’m sorry, the transfer didn’t go through. How else can I help you?”
4. The caller continues talking with your AI agent

This way, callers are never left hanging on a dead line.

Tips

1. Keep your transfer phone on you — Especially during business hours
2. Set clear rules — The more specific your transfer instructions, the better
3. Don’t over-transfer — Let your agent handle what it can. Too many transfers frustrate callers
4. Review transferred calls — Check transcripts to understand why calls were transferred and if your agent could have handled them
5. Set up departments — If you have multiple teams, department routing saves callers from being bounced around
6. Choose hold music — A short wait with music feels much shorter than silence