Call Transfers
Call transfers let AI Receptionist send a caller to a person when the call should not stay with the AI.
When Transfers Happen
Transfers can happen when:
- the caller asks for a person
- the caller says a transfer keyword
- a knowledge card is set to Transfer
- fallback behavior is set to transfer
- your routing rules send certain topics to a person
Transfer Phone Verification
Before live transfer calls use a transfer phone, CloudMySite requires SMS verification. Enter the mobile number, accept the SMS verification disclosure, send the code, and enter the 6-digit code.
Codes expire after 10 minutes. Transfers stay disabled until the phone is verified.
Transfer Keywords
Use caller-friendly words such as:
- owner
- manager
- urgent
- complaint
- sales
- support
- appointment
Avoid long keyword phrases. The best keywords are words callers naturally say.
Best Practices
- Verify the transfer phone before going live.
- Test transfers with a real call.
- Keep message taking on as a fallback.
- Do not use a transfer phone that forwards back to the AI number.
- Use transfer for sensitive, urgent, or unclear requests.