Transfers and routing

Send each caller to the right person. Use fixed rules or let the AI choose based on the conversation.

#Transfer targets

Transfer targets are the people and departments the assistant can put callers through to. Add them under Phone numbers → Routing & transfers.

nametext: Who it is, such as "Dr. Patel" or "Billing".
destinationE.164 or extension: A phone number, or a PBX extension for calls that came in over a SIP trunk.
descriptiontext: When to use it. The assistant reads this to choose, so be specific: "billing questions and payment problems".

With the Transfer built-in tool on, the assistant transfers when the caller asks for a person or when your instructions say to. The call page shows who it went to.

#Routing rules

Routing rules, on the same tab, act on keywords before the assistant decides by itself. They are included in Pro.

keywordslist: Words or phrases that trigger the rule, such as "emergency, flooding, burst pipe".
actiontransfer | message | book: Transfer to a target, take a message, or go straight to booking.
targettransfer target: Where to transfer, for the transfer action.
whenalways | open | closed: Apply the rule at all times, only during opening hours, or only outside them.

Example rule

Keywords: emergency, flooding, burst pipe, no heat
Action:   transfer
Target:   On-call technician
When:     closed

Rules are checked in order, and the first match wins.

Tip

For a transfer set that belongs to one assistant only, use a transfer tool instead.