Transfer to a person
Hand conversations over to you, your team or a SIP address when needed. Setup, rules for the agent and what the caller hears.
With call transfer, your agent hands a conversation over to a person, for example in an emergency, with a complaint or when the caller explicitly wants to speak to someone on your team. You decide which number the call goes to and when.
How it works
- The caller raises a request that matches your transfer rule.
- The agent announces: "I'll put you through now."
- bhomy hands the call over to the destination. The agent leaves the conversation.
- Your phone rings, and you speak directly with the caller.
The transfer is a direct handover. The person at the destination doesn't hear a summary beforehand. So that you still know what it's about, set up an email after the call with a summary. It goes out after the handover.
Setting up call transfer
- Open your agent and switch to the Tools tab.
- Under Tools, click Add and choose Transfer.
- Choose the Transfer type: Phone for a phone number or SIP for a SIP address in your phone system.
- Enter the number in international format, such as
+491701234567, or the SIP address. - Under Context for AI, describe when the call should be transferred, for example: "For emergencies such as water damage or a heating failure."
- Click Add and save.
You can create several destinations, for example one for the emergency service and one for accounts. For each one, describe exactly when it applies so that the agent picks the right one.
The rule for the agent
The Context for AI decides when the agent transfers. The more specific, the more reliable:
| Good | Too vague |
|---|---|
| "If the caller reports water damage or a heating failure." | "For important requests." |
| "If the caller explicitly wants to speak to Ms Sommer." | "If someone wants a person." |
| "For questions about an unpaid invoice." | "For problems." |
Add to the prompt what happens if nobody answers: "If the transfer isn't possible, take the name, number and request and promise a callback."
What the caller experiences
| Situation | What happens |
|---|---|
| The destination answers | The caller speaks with your team, and the agent is no longer involved |
| The handover fails, for example because the destination can't be reached | The agent stays in the conversation, apologises and offers a callback |
| The caller doesn't want to be transferred | The agent keeps helping as best it can or takes a message |
Limits
| Limit | Note |
|---|---|
| Plan | Call transfer is available in the Pro and Individual plans |
| SIP numbers | If the call comes in over your own SIP connection, bhomy hands it over to your provider. The provider must support the handover via SIP REFER |
| Call time | Until the handover, the conversation counts as call time at bhomy |
Frequently asked questions
Can the agent transfer only at certain times?
Yes, via the prompt: "Only transfer Monday to Friday from 8 am to 5 pm. Outside these hours, take a message." The agent knows the date and time of the call.
Does my team see who's calling?
Your phone shows the number that's sent along with the handover. Whether that's the caller's number depends on the network and your phone system. The details of the conversation are in the call history and in the email after the call.
Was this page helpful?