This feature allows your AI Receptionist to transfer calls to different phone numbers.

This is perfect if you have different team members or departments handling particular types of customer concerns. Just set up each scenario to filter the calls, and your AI Receptionist will transfer each call to the appropriate phone line.

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Creation Date: Mar 19, 2025

Created By: Jill Singson

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1. Click on Configure

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2. Click on Receptionist

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3. Click on During-Call Workflows

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4. Click on Transfer Call

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5. Click on Add

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6. Add a Scenario

Type in your preferred scenario description. Be sure to add this as a 'command' to the AI, so it will trigger the workflow and proceed on the next step.

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Description Examples:

• If a caller says they want to speak with someone from the billing department, transfer the call.
• Transfer the call if the caller asks to speak to a human or an agent.
• If the caller wants to speak to a supervisor or manager, initiate this workflow.
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7. Insert the phone number for the call transfer

Type in the phone number of the where this type of call would be transferred.
If you want your callers to reach the right person or department more efficiently, you may also establish extension digits for your phone lines.

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8. What do you want the AI to say?

Type in the phrase that you would like the AI to say before transferring the call.

Description Examples:

• Please stay on the line while I transfer your call to the right department.
• Thank you, please hold while I transfer your call
• I understand, please give me a minute to transfer your call.

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9. Tweak Your Advanced Settings

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10. Add a Backup Number

You can set up a backup number to receive calls if the primary number in the workflow above goes unanswered.

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11. Call Whisper

Calls would be transferred to the phone line/number right away through Cold Transfers, while Hot Transfers would provide a short summary with details of the caller to the agent before the call is transferred.

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12. Call Transferee

You also have the option to choose if you'd like to show the AI's number as the transferee or the caller's actual number.

If you choose 'Yes', this would help give the person who's receiving the call an idea about who the caller is by showing the caller's number.

If you choose "No', the Transferee that would show would simply be your AI Receptionist.

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13. Click on Submit and you're all good!

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