Transfer calls to your team

Your phone assistant can pass a call to a person on your team when the caller asks for one. To make that possible, add your team's phone number in the assistant's settings. Transfers only happen during office hours.

Add the team number

1. Go to Assistants and click Configure on your phone assistant.
2. Open Hours & answering and find Call forwarding.
3. Click Add Number.
4. Type the Phone number without the country code. The dashboard adds +506 for you.
5. Set the Business hours: the days and times your team can take calls. See Office hours.
6. Click Save.

The number then appears under Call forwarding with its business hours. Use the pencil icon to change it or the bin icon to remove it.

How a transfer works

1. The caller asks for a person, for example "I'd like to talk to someone" or "transfer me".
2. The assistant transfers right away instead of trying to answer first, and tells the caller to stay on the line.
3. Your team's phone rings for about 25 seconds.
4. If someone picks up, the caller is connected and the assistant leaves the call.

The assistant also offers a transfer when it can't answer a question, alongside a ticket if ticket creation is set up.

If nobody answers

If the line is busy, nobody picks up, or the call reaches a voicemail, the caller comes back to the assistant. It apologizes that nobody was available, says it can still help, and offers to open a ticket if that's set up. The caller is never left hanging on a voicemail.

In Calls, the transfer result appears under the status, for example Transfer: No answer. See Call statuses explained.

Outside office hours

The assistant doesn't transfer and doesn't say "transferring". If the caller asks for a person, it says the team isn't available right now and offers a ticket instead. See Ticket creation.

Good to know

• One team number per assistant. To ring several people, use a number on your side that rings a group or a switchboard.
• The number must be different from the assistant's own line; a call can't be transferred to the number it came in on.
• When there's a team number, you can also make the team answer first. See Who answers calls first.
• Without a team number the assistant never mentions talking to a person.
• On the Assistants page, the card shows "1 transfer number" or No transfer.
• If you see "Call transfer is not available", your assistant only receives calls from your website and can't transfer to a phone. Contact us to enable it.
• Browser test calls can't be transferred. Use a real phone call to test transfers.