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Call Transfer Setup

Nikita Podelenko avatar
Written by Nikita Podelenko
Updated over a week ago

Call Transfer Setup

When callers need to speak with a real person, your AI agent can transfer the call using Warm Transfer. This feature puts the caller on hold while the AI briefs your team before connecting them.

How Warm Transfer Works

Unlike cold transfers where the caller is simply forwarded, SkipCalls uses warm transfers for a better experience:

  1. Caller requests human: When someone says "Can I speak to a real person?" or similar, your AI recognizes the request

  2. Hold music plays: The caller is placed on hold with pleasant background music

  3. AI calls your number: The agent dials your configured transfer number

  4. AI briefs you: "Hi, this is an AI assistant from Skip Calls. I have a caller on the line from [phone number]. They're calling about [brief summary of conversation]."

  5. You decide: Accept the call or decline if you're unavailable

  6. Calls merge: If you accept, you're connected directly with the caller

This way, you know exactly why someone is calling before you even say hello.

Setting Up Call Transfer

On Mobile App

  1. Open the SkipCalls app

  2. Go to Settings (gear icon)

  3. Tap Call Transfer

  4. Enter your phone number

  5. Optionally set Transfer Hours (when transfers are allowed)

  6. Tap Save

Note: Mobile app supports one transfer number. Need more? Use the web dashboard.

On Web Dashboard

The web dashboard offers more control with up to 5 transfer numbers per agent:

  1. Go to app.skipcalls.com

  2. Select your agent

  3. Navigate to Transfer Numbers section

  4. Click Add Number

  5. Fill in the details:

    • Label: A name for the AI to use (e.g., "Sales Team", "John Mobile")

    • Description: When to use this number (e.g., "For pricing questions")

    • Phone Number: The number to dial

    • Work Hours: Optional schedule when this number is available

  6. Click Save

You can drag to reorder numbers. The AI will try numbers in order if the first is unavailable.

Multiple Transfer Numbers (Web Only)

With multiple numbers, the AI can intelligently route calls:

Label

Description

Work Hours

Sales

For pricing and new orders

Mon-Fri, 9am-5pm

Support

For technical issues

Mon-Sat, 8am-8pm

After Hours

Emergency only

Always

The AI uses labels and descriptions to choose the right number based on the conversation context.

Transfer Hours

Configure when transfers are allowed:

  • No hours set: Transfer available 24/7

  • Hours configured: Transfers only during those times

  • Outside hours: AI takes a message instead of transferring

Hours are based on your account timezone.

What Happens When Transfer Fails

If the transfer can't be completed (no answer, declined, outside hours), the AI smoothly returns to the caller:

  • "I apologize, but I wasn't able to connect you right now. Can I take a message instead?"

The caller is never left hanging.

Tips for Best Results

  1. Use descriptive labels: Help the AI route calls correctly (e.g., "Sales Team" vs "John")

  2. Set realistic hours: Don't set 24/7 if you won't answer at 3 AM

  3. Keep numbers updated: Remove old numbers to avoid failed transfers

  4. Test your setup: Call your SkipCalls number and ask to speak with a human

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