Set transfer targets for a line
List the people and numbers the AI puts callers through to, with their own hours, and whether the person hears who is calling first.
Where to find it
Settings › Phone lines › Settings › Transfer targets
Open this screen
Steps
- Open Settings › Phone lines and press Settings on the line.
- Open Advanced: transfer targets by time of day, then under Transfer targets press Add a transfer target.
- Give it a Name, choose Who: a member, or An outside number with its Phone number.
- Choose Hours: Whenever the line is open, or Weekdays, set times with a start and end time.
- Choose Transfer: Warm (the person hears who is calling before being connected) or Cold (put straight through).
- Press Save. The card says who is taking calls now.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Name | How the target is called, up to 60 characters. | — |
| Who | A member of your organisation, or An outside number. | An outside number |
| Hours | When this target can take calls. | Whenever the line is open |
| Transfer | Warm or Cold. | Warm |
| Remove | Deletes the row (press Save to keep the change). | — |
Troubleshooting
"Give each transfer target a name."
Every row needs a Name.
"A line can have up to 10 transfer targets."
Remove a row you no longer need.
"This number cannot be used for a transfer."
Emergency, premium-rate and special-service numbers are never rung. Use an ordinary number.
It says nobody is taking calls now.
No target is within its hours right now. The AI tells the caller and stays on the line with them.
Tips
- Transfers made on a call are listed on that call in the call log: by the AI or a person, warm or cold, to whom and how it ended.
- The line above the fold always says which is used: the transfer target list, or who to put through above it.
Good to know
- With no target here, the line uses Who to put through when a caller asks for a person.
- Up to 10 targets per line.
- Outside every target's hours, the AI does not transfer.
Related how-tos
- Phone lines See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.
- Choose who callers are put through to Decide who rings when a caller asks your AI agent for a person during business hours.
- Call a colleague (internal call) Call a colleague whose browser phone is on, from yours, with no phone number on either side.
- Set a line's business hours Set when a caller who asks for a person can be put through; outside these hours your AI agent says nobody can come to the phone and keeps helping.