Call Forwarding

Learn how to set up custom call forwarding for your agent.

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.