Setting up call transfers for your Phone Agent
With call transfers you determine when your AI Phone Agent may hand over a call to a person or external phone number. This way the Agent can handle calls independently and only transfer when necessary.
You decide exactly when, to whom and under what conditions a call is transferred.
In short
You configure per contact when transferring is allowed. You choose how a call is handed over (warm or cold). You determine on which days and times transferring may take place. You set up a fallback for when transferring fails.
How to set up call transfers
Open the Transfer tab
Go to Agent, then Channels. Open Phone and click the Transfer tab. Here you will find the Phonebook and the settings under No answer.
Add a number to the phonebook
In the Phonebook, click Add number. Fill in the name, the phone number in international format (with country code) and the reason to transfer: the instruction the agent uses to recognize when this number is the right choice.
Choose the transfer method and availability
Choose Warm (the agent announces the call first and only transfers once the recipient agrees) or Cold (the caller is transferred directly). Use time blocks to set when the agent may pick this number and click Save.
Set up No answer
Under No answer you decide what happens when transferring does not succeed or nobody picks up within the timeout: allow a callback request, write the failure message, choose which email address a callback request is sent to and which fields the agent asks for.
What you configure per contact
- Name: A recognizable internal name for this contact, for example a person or team.
- Phone number: The number to which calls may be transferred. Use the international format with country code, for example +31 for the Netherlands. Mobile and landline numbers both work.
- Usage rule: An instruction for the AI describing when transferring to this number is allowed.
Describe the usage rule as specifically as possible. The clearer the instruction, the better the Phone Agent knows when transferring is allowed.
Warm or cold transfer
- Warm transfer: The AI first gives a brief summary of the conversation to the recipient.
- Cold transfer: The AI only announces that a call is being forwarded.
Time blocks
Specify on which days and times transferring to this number is allowed. Outside these times the Agent will not transfer the call.
Fallback settings
The fallback determines what the Phone Agent does when transferring fails. You specify what the Agent should say to the caller, how long the Agent waits before delivering this message and whether the Agent may offer a callback request.
Good to know
The Phone Agent only transfers when all settings are correct: the usage rule, the chosen transfer type, the time block and the fallback. You can adjust these settings at any time.
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