Smart Voice Features
Transfer Rules
Deciding when the assistant hands over to a human, and to whom.
Transfer rules are the safety valve. Get them right and callers barely notice the automation; get them wrong and people feel trapped.
When to transfer
- •The caller asks for a person — always honour this immediately, first time
- •The caller sounds distressed or is reporting an emergency
- •The subject is outside what you briefed the assistant on
- •The assistant has failed to understand twice
- •The caller wants to pay, cancel or complain
Where to transfer
A transfer can target an extension, a hunt group or an external number such as a mobile. A hunt group is usually the better target — a single extension that is not registered means the transfer fails.
If nobody answers
Always define the fallback. Voicemail is fine; silence is not. Configure this alongside the transfer rule rather than leaving it to the number's default.
Ask to speak to a human on your own line and time how long it takes. If it takes more than one clear request, tighten the rules.