AI Transfer Destinations

A transfer rule tells the AI receptionist when to stop talking and hand the caller on. Each rule has trigger phrases, a label, and a destination.

Until now every destination was a phone number. The AI could only ever dial out. It can now hand a caller to a call queue, to voicemail, or back into a phone menu, which means "let me put you through to someone" no longer has to mean ringing a desk phone.

Setting one up

Open AI Manager, go to Transfer Rules, and add a rule:

Trigger phrases. Words that should cause a hand-off, comma separated: agent, human, operator, speak to someone. The AI matches on intent, so you do not need every phrasing, but the more natural examples you give the better it behaves.

Label. A short name like Support queue. Give every rule one. The AI is told the label rather than the raw destination, so a clear label makes the hand-off more reliable.

Send them to. The destination type:

• Phone number rings a person or a list of numbers, exactly as before
• Call queue puts the caller in line for your team
• Voicemail takes a message using that number's greeting
• Call menu drops them into a phone menu you have already built

The control below the dropdown changes to match, so you pick a queue from a list instead of typing an id.

Why a queue is usually the right answer

Dialling a number is all or nothing. If nobody picks up, the caller has already left the AI and there is nothing to catch them.

A queue holds them properly: they hear music instead of ringing, they keep their place, they are offered to each agent in turn, and if the wait runs out your queue fallback picks them up. The caller never falls through a gap.

What happens on the call

The AI finishes its sentence before anything happens, so callers are not cut off mid-word. Then the call is handed over. From that moment the AI is out of the conversation.

If a destination is unusable, a queue that was deleted for example, the caller goes to voicemail rather than being hung up on.

A note on safety

The AI can only send callers to destinations you have configured. A rule has to exist, and it has to match, or the caller goes to voicemail.

This is deliberate. It means the AI cannot be talked into dialling an arbitrary number by a caller who works out what it is, and a destination that comes back slightly garbled is never dialled by accident. Your carrier account can only ever be used to call the places you chose.