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:
- The caller asks to speak with someone (or the situation requires it)
- Your AI agent says something like “Let me connect you with our team”
- The call is transferred to your phone number
- You pick up and continue the conversation
Setting Up Transfers
Tell your agent when and where to transfer calls by adding transfer instructions:
In Your Agent Instructions
Add transfer rules to your agent’s description. For example:
“Transfer to the owner at (555) 123-4567 if:
- The caller asks to speak to a manager
- The caller has a complaint
- The caller needs a quote over $1,000
- The caller has a billing question
- It’s an emergency and you can’t schedule same-day service”
Transfer Number
Make sure your transfer phone number is set in your agent settings. This is the number calls will be forwarded to.
When to Set Up Transfers
Good Reasons to Transfer
| Situation | Why Transfer |
|---|---|
| Complaints | Customers with complaints feel heard when they talk to a person |
| Complex questions | Detailed technical questions your agent can’t answer |
| Large jobs | Projects that need a custom quote or consultation |
| Billing issues | Payment or invoice questions |
| Emergency calls | When immediate human response is needed |
| Caller requests it | Some people simply prefer talking to a human |
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
Make sure your transfer phone is nearby during business hours. Missed transfers mean the caller had to talk to two “people” and still didn’t get their issue resolved.
Tips
- Keep your transfer phone on you — Especially during business hours
- Set clear rules — The more specific your transfer instructions, the better
- Don’t over-transfer — Let your agent handle what it can. Too many transfers frustrate callers
- Review transferred calls — Check transcripts to understand why calls were transferred and if your agent could have handled them