Transfer calls to your team
Use transfers when a caller needs a person during a conversation. Use a fallback number when the normal agent route cannot accept the call.
Prepare a destination
Section titled “Prepare a destination”Open Phone → Office contacts. Enable Connect callers to a person during business hours, then add a name or team name and a reachable phone number. Choose your main contact and whether an unnamed request should use that contact or ask the caller to choose.
Add aliases, department, extension, and available weekdays when needed. An extension also needs the office phone system’s main number and the exact keypad sequence it expects. Business hours and holiday closures still apply. After hours, the agent takes a message.
Keep labels clear, such as Service desk or Urgent callbacks. Avoid destinations that forward back to the assigned Xaller.ai number. Plan limits can restrict the number of transfer destinations.
Choose a handoff mode
Section titled “Choose a handoff mode”Under How your agent hands the caller over, choose what happens once the caller is connected to a person:
| Mode | What the caller and the person hear |
|---|---|
| Introduce the caller first (default) | Your agent tells the person who is calling and why, then connects the caller and leaves. |
| Transfer straight away | Your agent tells the caller who it is transferring them to, connects them to that phone, and leaves. The call record shows, for example, “Transferred to Maria (cold)”. |
| Connect and stay on the call | Your agent connects the caller and the person, then stays silent on the call. It keeps recording and transcribing both sides, the 20-minute call limit does not apply (the call still ends after 2 hours), and the call summary covers what was agreed. |
Each contact can use a different mode: open Names, department, extension and availability on the contact and change How to hand callers to this contact. Same as above follows the directory setting.
With Connect and stay on the call, the person answering hears “This call is recorded.” before the caller joins. Check that your recording notices cover your own staff as well as callers.
If the person does not answer, the caller goes to your verified fallback voicemail when you have one. Otherwise your agent tells them the office will get the details of the call, and the call record shows the attempt as failed.
Check readiness
Section titled “Check readiness”Save the contacts and check the readiness message. Human handoff needs verification means calls continue taking messages until the phone connection and destinations are verified. Human handoff is active means verified contacts can receive caller-requested handoffs during business hours. Changing a contact, number, or routing setting can start verification again.
Test before relying on it
Section titled “Test before relying on it”- Arrange for a teammate to answer the destination.
- Call your business line and ask for the person or service tied to that route.
- Confirm the destination rings, both parties can hear each other, and the call record names the person and mode.
- Test each mode you use, including one contact with its own mode.
- Repeat when the destination is busy or unanswered.
- Check that the caller can leave a useful message if the handoff cannot complete.
If a route loops or drops the call, disable it and use message taking until corrected. Share the call ID and tested destination with support.