Call forwarding

Call forwarding lets an assistant hand a live call to a human — for example, when a caller asks for a person, hits an edge case, or is ready to close. The forwarding number is configured per assistant in its tools settings.

When to use forwarding

Use forwarding when the assistant should escalate rather than continue on its own:

The caller explicitly asks to speak to a human.
The conversation moves beyond what the assistant is scoped to handle.
A qualified inbound lead should reach a rep immediately.

Set the forwarding number

Open Assistants and edit the assistant that should transfer calls.
Go to the assistant's tools settings.
Enter the forwarding phone number in full international format.
Save the assistant. Editing an assistant may return it to draft, so publish again if needed.

The forwarding number is stored on the assistant's tool settings and is passed into the call at dispatch time.

How the transfer runs

When the assistant triggers a transfer, the call is bridged to the forwarding number so the human can take over. The exact mechanism depends on the telephony provider for the number, but from the caller's perspective it is a single continuous call.

Troubleshooting

Transfer does not connect — confirm the forwarding number is valid, in international format, and able to receive calls.
Assistant never transfers — make sure your prompt tells the assistant when to hand off, and that the assistant is published after editing.
Number format rejected — re-enter the number in full international format and save again.