Set up live call transfer to your team
Let the AI receptionist hand a caller to a real person when needed. Turn on live transfer, choose where calls go and set a backup number for misses.
- Sonorch
- SeasonX
- Lumoras Voice
Live call transfer lets the AI receptionist put a caller through to a person on your team. You turn it on in Settings, enter the number transferred calls should ring, and add a backup business number for times when nobody picks up. Callers who ask for a person get one.
What this does
Most calls end with a booking, an order or an answer. A few need a human: a complaint, a question about a charge, a detail only the owner knows. With transfer on, the receptionist checks whether it can help first, tells the caller it is connecting them, then rings the number you chose. If that call is not answered, the caller hears your backup number so they always leave with a way to reach you.
Turn on live transfer
- Open Settings, then Phone.
- Switch on live call transfer.
- Enter the number that should ring when a call is transferred. A manager's mobile or the front desk line both work.
- Enter a backup business number. This is what callers are given if the transfer is not answered.
- Save your changes.
Decide which calls to transfer
Think about the calls your team handles best in person. Common choices:
- Complaints and anything about a refund or a charge already made
- Allergy or medical questions where a wrong answer matters
- Large bookings, events or group orders
- Callers who ask for a person by name
Keep the list short. Every transfer pulls someone away from a customer in front of them. For more on the calls that matter most when nobody can pick up, read missed calls for small businesses.
Check that it worked
- Call your business number from another phone.
- Ask the receptionist to speak to someone.
- The number you entered should ring.
- Let it ring out once, and confirm the caller is given your backup number.
- Find both test calls under Calls in the dashboard.
Troubleshooting
- The transfer number rings back to the receptionist. Your transfer number is forwarded to the receptionist too, which creates a loop. Use a number that is not forwarded.
- Nobody hears the transfer. Check the number is a phone someone carries during open hours, and that it has no do-not-disturb setting.
- Transfer is off and you need it now. The receptionist still answers questions and books. Every call is logged so you can call people back.