Setting Up Transfer Numbers for Smart Call Routing
Transfer numbers allow your AI assistant to route callers to the right person or department based on what they need. Instead of one-size-fits-all forwarding, you can set up multiple destinations and let the AI decide who should handle each call.
How It Works
When a caller asks to speak with a human, your AI doesn't just blindly forward the call. Instead:
AI evaluates the request — Based on what the caller said, AI picks the most appropriate transfer destination
AI calls you first — You receive a call with a brief summary: who's calling, what they need, and why they want to talk
You decide — Accept or decline the transfer. AI won't connect without your approval
Seamless handoff — If you accept, the caller is connected. They hear hold music while waiting
Setting Up Transfer Numbers
Go to Agents → select your agent → Transfer tab.
Add a Transfer Number
Click Add Number
Choose a Label — A simple identifier like
sales,support, orownerWrite a Description — Tell the AI when to use this number. Be specific!
Enter the Phone Number — Must match your business country
Set Availability — 24/7 or custom hours per day
Quick Templates
Use these pre-built templates to get started faster:
Label | Best For |
| When caller requests a real person, owner, or when AI cannot help |
| Purchases, pricing questions, speaking with sales team |
| Technical issues, help with existing service, problem reports |
| Invoices, payments, refunds, subscription changes |
Writing Effective Descriptions
The description tells your AI when to use each transfer number. Good descriptions = better routing decisions.
Good examples:
"Use when customer wants to make a purchase, discuss pricing, or speak with sales team"
"Use for technical problems, bugs, troubleshooting, or issues with existing service"
"Use when caller specifically asks for the owner, manager, or says AI cannot help them"
Avoid vague descriptions:
"For important calls" — What makes a call important?
"Use sometimes" — When exactly?
"General questions" — Too broad, overlaps with everything
Setting Work Hours
Control when each transfer number is available. If someone calls outside these hours, that number won't be offered as a transfer option.
Options:
24/7 — Available anytime (default)
Mon-Fri 9-5 — Standard business hours preset
Mon-Fri 9-6 — Extended business hours preset
Every Day — Same hours all week
Custom — Set specific hours for each day individually
Tip: Use the Copy to all button to quickly apply the same hours to multiple days.
Best Practices
Start with 2-3 numbers
You can add up to 5 transfer numbers, but more options means more complexity. Start simple and add more as needed.
Make labels distinct
Labels must be lowercase letters only (spaces and uppercase are auto-converted). Choose labels that clearly differentiate each destination: sales vs support is clearer than team1 vs team2.
Match caller intent to descriptions
Think about what callers actually say. "I want a refund" → billing. "This isn't working" → support. "How much does it cost?" → sales.
Set realistic availability
Don't set 24/7 if you won't answer at 3 AM. It's better to have AI take a message than to transfer to voicemail.
Frequently Asked Questions
What if no transfer numbers are available?
If all numbers are outside work hours, AI won't offer transfer as an option. It will take a message or help the caller another way.
Can I use international numbers?
Transfer numbers must match your business country. Cross-country transfers are not supported for fraud prevention.
Can I change the order of numbers?
Yes! Drag and drop to reorder. The order doesn't affect AI's decision — it chooses based on conversation context, not position.
What happens if I decline a transfer?
AI continues the conversation with the caller. It might try another approach or take a message.
Can multiple people share the same transfer number?
Yes, you can use the same phone number with different labels. For example, one person might handle both sales and support.