Transfer Calls

Add the Transfer Calls tool to connect callers directly to the appropriate person or department within your organization.

Overview

The Transfer Calls tool allows your AI agent to transfer incoming calls to specified phone numbers. This feature is particularly useful for providing a seamless customer experience by ensuring callers are quickly connected to the right individual or team. You can configure multiple Transfer Calls tools to handle transferring to different people or departments, tailoring the call routing to fit your organization's needs.

How to Use the Transfer Calls Tool

Step 1: Write Clear Instructions

Provide your AI agent with specific instructions on when and how to use the Transfer Calls tool. For example:

Scenario: When a caller requests to speak with a specific department.

Instruction: "If a caller asks for the Sales Department, transfer the call to the Sales team."

This tells the agent to:

1. Identify the Trigger: Recognize when a caller requests a specific person or department.
2. Transfer the Call: Use the Transfer Calls tool to connect the caller to the appropriate phone number.

Incorporate the Transfer Calls tool into your agent's workflow based on specific triggers defined in your instructions. For instance:

• "When a caller says 'I got charged twice,' transfer the call to the Billing Department."
• "If someone asks for Jane Smith, transfer the call to her direct line."

Step 2: Configure the Transfer Calls Tool

When configuring the tool, you need to input:

• Name: Enter the name of the person, department, or destination (e.g., "Sales Department," "Technical Support," "John Doe").
• Phone Number: Input the phone number to which the call should be transferred. Please note that only US and Canada phone numbers are supported.
• Use Safe Transfer: When the call is transferred by default, you will see the original caller's caller ID. This is convenient as you can quickly see who is calling you instead of seeing your AI agent's number. This might however cause issues with some telecom carriers that have extra phone number spoofing protection. Safe transfer will make sure that the call comes from your Agent's phone number so that all transfers are successful. Enable if you experience issues with call transfers.  

You can add multiple Transfer Calls tools to handle transferring to different people or departments. For each one, repeat the configuration process with the respective name and phone number.

Example Configuration:

1. Sales Department

   • Phone Number: +1 (555) 123-4567

2. Technical Support

   • Phone Number: +1 (555) 987-6543

3. Billing Inquiries

   • Phone Number: +1 (555) 555-1212

Best Practices

Ensure that your instructions clearly define the conditions under which the call should be transferred. This clarity helps the agent accurately route calls.

• Define Clear Triggers: Be specific about keywords or phrases that should initiate a transfer.

  • Example: "If the caller mentions 'technical issue' or 'support,' transfer the call to Technical Support."

• Confirm Before Transferring: Instruct the agent to confirm with the caller before initiating the transfer.

  • Example: "Would you like me to transfer you to our Technical Support team?"

• Provide Alternatives: If the requested person or department is unavailable, guide the agent on alternative actions.

  • Example: "If the Sales Department is unavailable, offer to take a message or schedule a callback."

• Chained Transfers: If a transfer fails, you can guide the agent to transfer to another number. Make sure that you have multiple Transfer tools added with all the necessary numbers.

  • Example: "If the transfer to Sales Department fails, transfer the call to Customer Support". You may add without confirmation at the end of this to avoid asking for confirmation.

Use Cases

Directing to Departments

Ensure callers reach the appropriate department quickly.

Instruction: "When a caller requests customer service, transfer the call to the Customer Service Department."

Connecting to Specific Team Members

Allow callers to speak directly with specific individuals.

Instruction: "If someone asks for their account manager by name, transfer the call to the corresponding phone number."

Handling After-Hours Calls

Route calls differently based on the time of day.

Instruction: "If a call comes in after 6 PM and requests to speak to someone, transfer it to the after-hours support line."

Managing High-Priority Calls

Immediately connect urgent calls to the right personnel.

Instruction: "If a caller mentions an emergency, transfer the call to the On-Call Manager."

Additional Tips

• Keep Contact Information Updated: Regularly verify that all phone numbers configured in the Transfer Calls tool are current and correct.

• Test the Functionality: Before deploying, test each Transfer Calls tool to confirm that calls are correctly routed.

• Compliance with Regulations: Ensure that transferring calls complies with any industry regulations or company policies, especially concerning privacy and security.

• Use with Other Tools: Combine the Transfer Calls tool with other actions, such as creating a CRM note or sending an email notification, to keep your team informed about transferred calls.

You can visit the Tool Usage guide for a brief overview of all the tools.

Summary

By effectively utilizing the Transfer Calls tool, your AI agent can significantly enhance the caller experience by promptly connecting them to the right person or department. This direct routing saves time for both the caller and your team, improving overall efficiency and customer satisfaction. With clear instructions and proper configuration, this tool becomes a vital component of your communication strategy, ensuring that important calls are handled appropriately.

Remember, the key to maximizing the benefits of the Transfer Calls tool lies in precise instructions and regular maintenance of contact information. This ensures that your AI agent remains an effective and reliable point of contact for all incoming calls.