intermediate 1 min read
Transfer Rules
Decide when and how the AI hands a caller to a human.
When to Transfer
Transfer rules tell the AI which calls should reach a person — for example, urgent requests or specific topics. Everything else is handled automatically. Transfers can be warm, with the AI providing a spoken handoff summary so your team knows the context before they take the call.
Configuring Transfer Numbers
Set the phone number where transferred calls should ring. You can provide different destinations based on the situation.
Fallback Behavior
Decide what happens if a transfer isn't answered — such as taking a message or offering to schedule a callback.
Best Practices
Keep transfer rules simple and test them. Too many transfers reduce the time savings the AI provides.
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