Call Transfer: Connect Callers to the Right Person

Call Transfer lets your AI receptionist connect a live caller to you, a teammate, or a department when speaking with a person is the right next step.

How Call Transfer works

You can add multiple transfer destinations to one receptionist. Each destination includes:

Name — a short label such as sales, support, or owner
Instructions — when your receptionist should use that destination
Phone number — where the live call should be connected
Transfer mode — Warm or Direct (Cold)
Transfer hours — optional days and times when the destination is available

During a call, your receptionist uses the caller's request and your destination instructions to choose the right active number. A destination outside its transfer hours is skipped automatically.

Set up Call Transfer in the mobile app

Open Settings → Receptionist Settings → Call Transfer.
Tap Add Number.
On the new destination page, enter the phone number and add a short name.
Tell your receptionist when to choose this destination. You can leave the instructions blank when it is your only transfer number.
Turn on Direct Transfer for an immediate cold transfer, or leave it off for a warm transfer with a briefing.
If needed, turn on Limit Transfer Hours and choose the destination's available days and times.
Tap Add Number.

Manage destinations in the mobile app

Tap a destination to edit its phone number, name, instructions, transfer mode, or hours.
To remove a destination, press and hold it in the list, or open it and tap the trash button in the top-right corner. Confirm Delete.
The Call Transfer setting shows On while at least one destination exists and Off when the last destination is removed.

Set up Call Transfer in the web dashboard

Open AI Receptionists and select the receptionist you want to configure.
Open the Call Transfer section.
Click Add Number.
Choose a common setup such as sales or support, or enter your own label, phone number, and transfer instructions.
Set the destination's Availability.
Choose Instant for a direct cold transfer or With briefing for a warm transfer.
Click Add Number.

Manage destinations in the web dashboard

Hover over a destination and click the pencil button to edit it.
Hover over a destination and click the trash button, then confirm Delete to remove it.
Drag the handle beside a destination to change the order of the list.

Tell your receptionist when to transfer

These instructions act as a prompt for your receptionist. Describe the caller's intent in simple language so it knows when to choose this number.

In the mobile app, you can leave the instructions blank when this is your only transfer destination. The web dashboard currently asks for instructions for every destination. When you have multiple destinations, always give each one a clear rule so your receptionist can choose correctly.

Good examples:

sales — Use for new customers asking about pricing or wanting to buy.
support — Use when an existing customer needs help with an active service.
owner — Use only for urgent issues that cannot be handled by sales or support.

Set transfer hours

Use Limit Transfer Hours in the mobile app or Availability in the web dashboard when a person or team should receive transfers only on certain days or during certain times.

If no hours are set, the destination is available at any time.
If hours are set, SkipCalls checks them using your account timezone.
Outside those hours, that destination is not offered to the receptionist.
If another active destination is currently available and matches the caller's request, the receptionist can use it instead.

The Call Transfer list shows a compact schedule beside each limited-hours number, such as Mon–Fri 9 AM–5 PM.

Warm vs Direct (Cold) Transfer

Warm transfer, called With briefing in the web dashboard, means your receptionist calls the recipient first, gives them context about the caller, and connects the calls after they accept.

Direct Transfer, called Instant in the web dashboard, is the same as a cold transfer. The caller is connected immediately without a briefing or acceptance step.

See Warm vs Direct (Cold) Transfer: Choosing the Right Mode for a detailed comparison.

Frequently asked questions

Can I add more than one transfer number?

Yes. Add separate destinations for people or teams and give each one clear instructions. Your receptionist selects the destination that best matches the caller's request.

What happens when no destination is available?

Your receptionist will not attempt a transfer to an inactive or out-of-hours destination. It continues handling the conversation using its other configured capabilities.

Can each destination use different hours and transfer modes?

Yes. Every transfer destination has its own schedule and can independently use Warm or Direct (Cold) transfer.