Transfer calls to your team

Your agent can put a caller through to a real person, like an on-call technician for emergencies or the office for billing questions. You set this up with a Transfer step in the agent's workflow.

#Add a transfer

1. Open your agent and go to the Workflow tab.
2. Click Add step and choose Transfer. Connect it to the path that should reach a person, like "When the caller has an emergency".
3. Click the step and set it up:
   • Who to put them through to: Whoever is on call in a team, or One phone number.
   • How to hand over: Say who's calling, then connect, or Brief them and let them accept.
   • What to tell the caller first (optional), like "I'm connecting you to our on-call technician now."
4. Connect the step's "If nobody answers" path to what should happen next, usually Take message.
5. Click Save & publish.

#What the caller hears

The caller hears hold music while the phone rings. Voicemail never gets the caller: if nobody takes the call, the agent comes back and carries on at If nobody answers, so you don't lose the call.

#Transfer to a team

Transferring to a team rings the people on call in that team, one at a time from the top, until someone answers. You can rotate who's on call each week. Set this up in Teams and on-call.

#Test it

Start a test call, then ask for what triggers the transfer. The phone you set should ring. See Test your agent.