Transfer modes
During the inbound assistant setup wizard, you choose one of three transfer modes:| Mode | What it does |
|---|---|
| Live Transfer Available | When a caller asks to speak with someone, the assistant offers to connect them right away |
| Message Only | The assistant handles the full conversation, collects information, and sends you a summary — no live transfers at all |
| Transfer After Qualification | The assistant completes the full qualification process first (asks all your configured questions), then offers to transfer the call |
Setting up transfer targets
If you choose Live Transfer Available or Transfer After Qualification, you’ll need to pick which team members can receive transferred calls.From the setup wizard
During assistant creation, the wizard shows your team directory. Toggle the switch next to each person you want to receive transfers. Only team members with a phone number on file will appear in this list. If someone is missing, go to Settings > Team Directory to add their phone number.From the Capabilities tab
After your assistant is created, you can manage transfer targets from the Capabilities tab:- Go to Assistants and click on your assistant
- Open the Capabilities tab
- Click on Live Call Transfer
- The Transfer Targets panel opens, showing all eligible team members
- Select or deselect people using checkboxes
- Select All or Clear all selections at once
- See each person’s name, position, phone number, and availability schedule
- Click Save Changes when you’re done
Important: Your assistant cannot transfer calls until at least one person is selected. If no one is selected, you’ll see a warning message.
Adding more team members
If you need to add someone who isn’t in the list, click Manage Team Directory at the bottom of the panel. This takes you to your team settings where you can add new members and mark them as eligible for live call transfers.Transfer schedule
When you select team members for transfers, you also set the hours during which transfers can happen. This is configured per day of the week. For each day:- Toggle on/off — Enable or disable that day for transfers
- Set start and end times — Choose available hours (for example, Monday 9:00 AM to 5:00 PM)
What happens outside transfer hours
When a caller reaches your assistant outside the configured transfer schedule, the assistant handles the full conversation on its own. It will:- Collect the caller’s information
- Ask your configured questions
- Send a notification to the appropriate team member
How transfers work in practice
Here’s what happens during a typical transferred call:- The caller asks to speak with someone (or your assistant decides a transfer is appropriate)
- The assistant asks “What is this regarding?” to gather context
- The assistant checks the transfer schedule and whether the target person is available
- If available, the assistant connects the call directly
- If the person doesn’t answer or it’s outside their hours, the assistant takes a detailed message and sends it via email
Emergency transfers
If your industry includes emergency scenarios (like gas leaks for HVAC or burst pipes for plumbing), your assistant can be configured to transfer calls immediately when it detects an emergency — regardless of the normal transfer schedule. Emergency handling is set up during assistant creation. See Creating an Inbound Assistant for details on the Emergency Handling step.Tips
- Start with fewer people. It’s better to have one or two reliable transfer targets than five people who might not answer.
- Keep phone numbers current. Transfers fail silently if a phone number is wrong. Double-check numbers in your Team Directory.
- Match the schedule to reality. If your team is only available 9 to 5, set the transfer schedule to match. Attempting transfers when no one can answer leads to a poor caller experience.
- Test your transfers. Use the Testing tab to make a test call and try triggering a transfer to make sure it works end to end.