Transfer a Call to a Team Member

A call that is up on one of your numbers shows in the client's thread in the Inbox, with who is on it: a team member, the shop phone, or the AI receptionist. From there you can move it to somebody else, or take it yourself. The AI receptionist's own hand-offs use the same choice, so a caller who asks for a person is put through to the colleague you picked, by name.

Transfer a live callCopy a link to this section

Open the thread and find the live call at the top. Press Transfer.

The Transfer the Call dialog opens on one picker, Transfer To, listing your team with their pictures and the name your location calls them. Pick a person and press Transfer Call: the client stays on the line while that person is rung in their browser phone and on their mobile at the same time. Whoever answers first takes the call, and whoever had it before (the receptionist included) is dropped.

A few things the picker does for you:

• A team member with no phone number and no browser phone is listed greyed out with the reason: "That team member has no phone number and no browser phone to ring." Add a phone number to their profile, or have them open the phone in the dashboard, and they become pickable.
• If your business is in a location group, the other locations' people are listed too, under their location's name. The admin at one shop can put a call through to the colleague who actually works at another; a member of a business outside your group is never offered, and the API refuses one.
• The last option is Other. Pick it and a phone number field appears: type any number and it is rung as it is. Choosing a person clears the number, and choosing Other clears the person, so a transfer always goes to exactly one place.

The same sheet opens in the app from the live call's Transfer button, with the same list and the same Other option at the end.

Take a call yourselfCopy a link to this section

Press Take Over on the live call. There is nothing to choose: your own browser phone and mobile ring together, and you join the call by answering. If there is nothing to ring you on, the inbox says so: "There is nothing to ring you on. Open the phone here or add a phone number to your profile, then try again."

Both buttons need the Manage Conversations permission to see the thread and the Control Calls permission to act on the call. See Who can message and spend credits.

Tell the AI receptionist who its hand-offs go toCopy a link to this section

When the AI receptionist passes a conversation to your team, it needs to know who. Open Automation & AI → AI Assistant and unfold Hand-offs & Follow-ups.

Under Hand-Offs to Your Team, the Default Hand-Off card has two destinations that use the same team picker as the transfer dialog:

• Transfer Live Calls To: the team member a live call is put through to. Their browser phone and mobile ring together, exactly as a transfer rings them, and the caller hears "Let me put you through to" them by name. Pick Other to type a number instead, or leave it on Use the default to ring your default transfer number (your business phone if there is none). Assign To decides who owns the thread in the inbox; it does not change who rings.
• Send SMS Hand-off Alerts To: the team member whose phone gets the client's details and an inbox link when a text conversation is handed off. A member with no phone number is listed greyed out: "That team member has no phone number to text." Pick Other for a number that is not a team member's.

Each topic you add with Add Topic has the same two pickers. A topic that chooses nobody inherits the default's choice, so you only set the exceptions.

When a hand-off rings out with nobody picking up, the receptionist takes the caller back once and carries on. If it cannot, the caller is texted that the team will call them back; with Text Back After a Missed Call or Call Back After a Missed Call on under Automatic Calls & Texts, the receptionist follows up itself a minute later instead. See Automatic confirmation calls and callbacks.

A person you chose who later leaves the business, or loses their phone number, does not strand the caller: the receptionist rings your transfer number instead. Re-open the settings and pick someone else when that happens. In a location group, settings are saved per location, and the picker offers that location's own team and the group's other locations; anyone outside the group is refused when you save.