Call Transfer
Call Transfer enables your assistant to hand off a live call to a human agent or an external phone number when a defined condition is met. This is essential for escalating complex issues, connecting callers to specialists, or fulfilling requests to speak with a manager.
How it works
When the assistant detects that the transfer condition has been met, it announces the transfer to the caller, dials the destination number, and bridges the call. If the target does not answer within the specified timeout, the assistant can provide a fallback message and continue the conversation.
Creating a transfer rule
Open Call Transfer
Navigate to Actions → Call Transfer and click the Create button in the top-right corner.
Enter the phone number
Select the appropriate country code and enter the Phone number to call to. This is the destination for the handoff.
Define the transfer condition
In the When should the transfer take place? field, describe the trigger in natural language.
Example: "Talk to a human or when the user wants to talk with someone else like a manager or the business owner."
Configure Transfer Settings
Fine-tune the caller experience during the handoff process:
- Timeout (seconds): Set how long the assistant should wait for the target to pick up before giving up. Default is usually
30seconds. - Trying to reach the target: The message the assistant speaks to the caller while the transfer is being initiated (e.g., "Let me transfer you to a human. Please hold on.").
- Target didn't answer message: The fallback message spoken if the call is not picked up within the timeout period.
Create
Click Create to save and activate the transfer rule.
Field Definitions
| Field | Description |
|---|---|
| Phone number | The destination number (including country code) for the transfer. |
| Condition | The natural language intent that triggers the handoff. |
| Timeout | Maximum time to wait for the destination to answer. |
| Status Messages | Customizable phrases for both the initiation and failure of the transfer. |
Best Practices
- Human Handoff: Clearly define conditions like "The user is frustrated" or "The user asks for a representative" to ensure a smooth escalation path.
- Fallback Logic: Ensure your "Target didn't answer message" invites the user to continue the conversation or leave a message so the call doesn't end abruptly.
- Operating Hours: Remember that the assistant is 24/7, but your transfer target might not be. Consider the timing of your transfers.
You can create multiple transfer rules for a single assistant. For example, one rule can route to "Sales" while another routes to "Support" based on the user's specific request.
Test the Handoff: Always perform a test call to ensure your destination number is active and that the "Trying to reach target" message provides enough buffer for the connection to establish.