Call Forwarding

Learn how to set up custom call forwarding for your agent. In this video, you'll learn how to:

Basic Transfer Configuration

Add department names (e.g., Sales, Customer Support)

Associate transfers with specific people

Enter phone numbers (without hyphens) and extensions if needed

Select country codes for international numbers

Advanced Transfer Options

Custom Transfer Message:

Add a custom message that plays to the caller during transfer

Default: "Please hold while I transfer you" (can be edited)

Warm vs. Cold Transfer:

Warm Transfer (toggle ON): AI provides a one-sentence verbal summary of the call transcript to the call recipient before connecting, giving them context about the conversation

Benefit: Recipient understands what happened before they join

Drawback: Caller waits longer (additional ring time while message plays)

Cold Transfer (toggle OFF): Call transfers immediately without any summary

Benefit: Faster transfer

Drawback: Recipient has no context about the prior conversation

Multiple Transfers:

Add multiple departments or people using the "Add another transfer" button

Choose the transfer type based on your priority: speed or providing context to the call recipient.

Call Forwarding

Basic Transfer Configuration#

Advanced Transfer Options#

Basic Transfer Configuration

Advanced Transfer Options