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Call Transfer Setup

Configure intelligent call routing scenarios to automatically transfer calls to human agents when specific conditions are met or when the AI determines human intervention is needed.

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What It Does

Call transfer setup allows your AI receptionist to:
  • Route calls to specific phone numbers based on conversation content
  • Transfer complex inquiries to human specialists
  • Escalate calls when AI reaches its capability limits
  • Provide seamless handoffs with context preservation
  • Deliver custom messages before transferring

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When to Use

Always Enable For:
  • Businesses with human agents available during business hours
  • Complex services requiring specialist knowledge
  • Sales conversations that need human closing
  • Emergency or urgent situations requiring immediate human attention
  • Customer complaints or sensitive issues
Configure Multiple Scenarios For:
  • Different departments (sales, support, billing)
  • Specialist routing (doctor types, legal areas, technical experts)
  • Escalation levels (manager, supervisor, owner)
  • Time-based routing (business hours, after-hours, weekends)

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How to Configure

ai transfer calls

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Basic Setup

  1. Navigate to Connections → Call Transfer
  2. Click Add New Transfer Scenario
  3. Define the transfer condition and target phone number
  4. Set the pre-transfer message for callers

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Transfer Scenario Components

transfer call components Scenario Name: Clear identifier for the transfer rule Transfer Condition: When this transfer should trigger Phone Number: Destination number for the transfer Voice Response: Message played before transfer

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Example Transfer Scenarios

Emergency/Urgent Transfer: 
{
  "scenario": "Emergency Medical Situation",
  "condition": "caller mentions emergency, urgent pain, or severe symptoms",
  "phone_number": "+1234567890",
  "voice_response": "I understand this is urgent. Let me connect you with our medical team right away."
}
Sales Inquiry Transfer: 
{
  "scenario": "Sales Consultation Request",
  "condition": "caller asks about pricing, quotes, or wants to make a purchase",
  "phone_number": "+1234567891",
  "voice_response": "I'll connect you with our sales specialist who can provide detailed pricing and help you get started."
}
Technical Support Transfer: 
{
  "scenario": "Complex Technical Issue",
  "condition": "caller has technical problems AI cannot resolve",
  "phone_number": "+1234567892",
  "voice_response": "Let me transfer you to our technical support team who can help resolve this issue."
}

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Transfer Conditions

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Keyword-Based Triggers

Urgency Keywords:
  • “Emergency”, “urgent”, “ASAP”, “immediately”
  • “Help me”, “serious problem”, “can’t wait”
Department Keywords:
  • “Manager”, “supervisor”, “speak to a person”
  • “Billing”, “payment”, “refund”, “complaint”
Service-Specific Keywords:
  • “Surgery consultation”, “legal advice”, “complex repair”
  • “Custom quote”, “bulk order”, “enterprise solution”

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Intent-Based Triggers

Complex Requests: AI detects conversation complexity beyond its capabilities Emotional Escalation: Caller frustration or dissatisfaction indicators Specific Expertise: Requests requiring human specialist knowledge Decision Authority: High-value decisions requiring human approval

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Transfer Messages

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Professional Transfer Examples

General Transfer: 
"I'd be happy to connect you with someone who can give you more detailed assistance.
Please hold while I transfer your call."
Department-Specific Transfer: 
"Let me connect you with our [department] specialist who can help you with this request.
One moment please."
Urgent Transfer: 
"I understand this needs immediate attention.
I'm connecting you with our priority support team right now."
Appointment-Related Transfer: 
"I'll transfer you to our scheduling coordinator who can find the perfect appointment time for you.
Please hold on."

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Business Type Configurations

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Medical Practice

Urgent Medical Transfer:
  • Condition: “severe pain, emergency symptoms, urgent medical needs”
  • Phone: Doctor’s direct line or emergency contact
  • Message: “I’m connecting you with our medical team immediately.”
Appointment Scheduling Transfer:
  • Condition: “complex scheduling needs, multiple appointments, special requirements”
  • Phone: Scheduling coordinator
  • Message: “Let me connect you with our scheduling specialist.”
Complex Legal Matter Transfer:
  • Condition: “detailed legal questions, case consultation, court matters”
  • Phone: Attorney direct line
  • Message: “I’ll connect you with one of our attorneys for a detailed consultation.”
Billing/Payment Transfer:
  • Condition: “billing questions, payment issues, fee disputes”
  • Phone: Office manager or billing department
  • Message: “I’m transferring you to our office manager who handles billing matters.”

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Restaurant

Large Group Reservations:
  • Condition: “parties over 8 people, special events, private dining”
  • Phone: Manager or event coordinator
  • Message: “For large groups, let me connect you with our manager who can arrange everything perfectly.”
Special Dietary Needs:
  • Condition: “severe allergies, complex dietary restrictions, special menu requests”
  • Phone: Head chef or manager
  • Message: “I’m connecting you with our chef who can discuss your dietary needs in detail.”

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Quick Setup Guide

  1. Access Transfer Settings: AI Receptionist → Call Transfer
  2. Add New Scenario: Click “Add New Transfer Scenario”
  3. Define Condition: Describe when this transfer should happen
  4. Set Phone Number: Enter the destination number with country code
  5. Create Transfer Message: Write professional pre-transfer message
  6. Test Configuration: Verify transfers work correctly
  7. Save and Activate: Enable for live calls

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Configuration Best Practices

Phone Number Format: Always use international format (+1234567890) Transfer Messages: Keep under 10 seconds, be reassuring Condition Clarity: Use specific, clear trigger descriptions Multiple Scenarios: Set up different transfers for different needs Fallback Transfer: Have a general transfer option for edge cases Call transfer setup ensures customers get the right human help when they need it, creating seamless experiences between AI efficiency and human expertise.