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 settings
Open your Phone Agent and click Settings. Then in the submenu under Advanced, choose Transfer.
Add a new contact
Click the Add new contact button. You will see a screen where you fill in all settings for this contact.
Set up the fallback
The fallback determines what the Phone Agent does when transferring fails, for example when nobody answers or when it falls outside the configured time blocks.
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. Only Dutch numbers are allowed (starting with +31).
- 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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