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Transfer Fallback Options

  • Updated

When your AI assistant cannot provide an answer to a caller's inquiry, it will transfer the call according to your configured teams and routing settings. Below are the available transfer options to choose from when setting up your system, specifically for situations when the transfer goes unanswered.

Navigate to each section of this article with the links below:

 

1. AI Reconnect (Recommended)

This option keeps the caller engaged even when your team is unavailable.

Process:

  • The AI assistant initiates the transfer and rings your office for a set dial duration
  • If someone answers, they'll hear "press 1 to acknowledge the call" and must press 1 to connect
  • If the transfer fails (rejected, no answer, or no acknowledgment), the AI assistant rejoins the call
  • The AI assistant will say: "No one was available to answer the call. I can take a message for you, or is there anything else I can assist you with directly?"
  • The AI assistant remains on the line and can continue to assist with other questions
  • Callers can leave a message with the AI assistant, which creates a task in the AI Portal

 

2. Warm Transfer Handoff

This option provides a traditional warm transfer experience.

Process:

  • The AI assistant initiates the transfer and rings your office for a set dial duration
  • If someone answers, they accept the call simply by speaking
  • If the transfer fails, the AI assistant reconnects with the caller
  • The AI assistant plays a recording: "No one was available to answer the call. Unfortunately, no one is currently available. I have sent the team a summary of our call. Someone will be in touch with you soon. Thank you."
  • A task is created in the AI Portal

 

3. Default to Phone Line (Default)

Recommended if: Your phone line has a voicemail box or backup forwarding.

Process:

  • The call is transferred directly to your phone system
  • Your standard voicemail or forwarding settings handle the call if no one answers

 

If you have any additional questions or would like to change your transfer fallback plan, please contact your CSM or reach out to our support team.

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