When an AI receptionist should hand the call to a human
Some calls should never stay with a machine. The situations that call for a person, how to set a transfer number, and how to word the handoff.
·5 min read
The point of an AI receptionist is to catch calls, not to hold callers hostage. Some conversations need a person: an upset customer, a delicate question, or someone who simply wants to talk to a human. A good setup defines those moments in advance.
This guide covers when to transfer, how to set the transfer number, and what to do when nobody is available to take the call.
Calls that belong with a person
Decide your handoff list before turning the assistant on. At minimum, callers who ask for a person should get one. Beyond that, think about the situations where a wrong answer costs you most.
- ✓The caller asks for a human
- ✓The caller is upset, confused, or reporting a problem
- ✓An existing customer with an account or billing issue
- ✓Anything involving emergencies, safety, or sensitive personal details
- ✓Questions about price or terms that need a real quote
How the transfer works
In Text2Sale you can enter a transfer number in your AI receptionist settings. When a caller asks for a person or is upset, the assistant can put them through to that number. The ability is only offered when a number is set, so the assistant never tells a caller it is transferring them when it cannot.
What if no one picks up?
A transfer to a number that does not answer is worse than no transfer. Pick a number that is staffed during the hours the assistant is active, and consider a main line over a personal mobile. If nobody will be available, leave the transfer number blank; the assistant will take a message and tell the caller someone will call back.
Wording the handoff
A transfer should feel like service, not a brush-off. The assistant should say what it is doing, such as connecting them with someone who can help, and not leave a silent gap. If a caller sounds frustrated, the quicker the handoff the better.
Review transferred calls
Calls that ended in a transfer are marked in the call history. Read a few each week to see why people asked for a person. Patterns tell you what the assistant's greeting or instructions should cover, or which questions truly need a human.
Planning for busy periods
Transfers are only as good as the person on the other end. If several callers need a person at the same time, a single transfer line can ring unanswered. Think about your busiest hours and decide who covers the line then.
Holidays and lunch breaks deserve the same thought. If no one will be available, it is better to leave the transfer number blank and let the assistant take a message than to send callers into silence.
Key takeaways
- →Define handoff situations before you turn the assistant on.
- →Callers who ask for a person should always get one.
- →A transfer number is only used when one is set.
- →Pick a transfer number that is actually staffed.
- →Review transferred calls to improve the assistant.
Put this into practice with Text2Sale
Import leads, create follow-up campaigns, organize replies, and connect texting, calling, and appointments in one workspace.
Frequently asked questions
What if I do not set a transfer number?
The assistant will not offer to transfer. If a caller insists on a person, it takes a message and tells them someone will call back.
Can the assistant transfer to my cell?
It can transfer to any number you set. A staffed main line is usually more reliable than a personal mobile.
Where can I see which calls were transferred?
Recent answered calls in the AI Receptionist tab show an outcome for each call, including calls transferred to you.