Transfer
When it can't help, it says so and passes the call to a person.
The call comes in, but goes to the wrong place
A bad transfer is worse than none: the customer repeats everything, and sometimes hangs up on the way.
In a shop with an office, techs on the road and an on-call phone, a call gets passed around until it finds someone who can help. Every hop is a wait, a repeated story and a chance to get cut off. And when the right person isn't there, the call lands in a voicemail no one hears until tomorrow.
Lea · Summit Air's AI receptionistIncoming call · Wednesday 2:20 PMHi, I was charged twice for last week's repair. Can I talk to a person?
Of course. Billing goes to Mike, our office manager. Can I tell him your name?
It's Joan Miller.
Thanks, Joan. Connecting you to Mike now. He'll know it's about the double charge.
It knows who to pass it to, and when
A good transfer means knowing three things: who handles it, whether they're available, and what to do if they're not.
- It understands what the call is about before moving it.
- It picks the destination using your rules: person, office or on-call phone.
- It sends emergencies straight to your on-call tech.
- It tells the person what the call is about, so the caller doesn't repeat it.
- It takes a message when no one's available, instead of letting it ring.
- It transfers as soon as the caller asks for a person.
Your team, in four lines
All of this is already decided in your business. You just write it down once.
The directory
People, roles and the number each one answers on.
The rules
Which calls go where, and which ones always go to a person.
The schedule
Who's on call when, so calls don't go to someone who's off.
The backup plan
What happens if no one answers: a message, a second number or a callback.
Every call where it belongs
It's not a switchboard passing calls blind. It's a call that arrives explained, the first time.
- The call connected to someone who can fix it.
- The reason told before the caller has to repeat it.
- A complete message when no one's available.
- No caller left on hold.
- A record of what got transferred and where, so you see what could be handled sooner.
Wherever a person is needed
Transfer is the honest way out: it steps in when a call can't be handled alone.
Busy-season rush
It spreads the load without anyone sitting through hold music.
Common questions
When the question is outside what it knows, it passes the call on instead of guessing.
Emergencies
It sends no-heat, flooding and burning-smell calls straight to your on-call tech.
Where the limits are
We'd rather you read it here than find out on a demo. Transfer moves the call; whether someone picks up is up to your team.
- It can't make someone appear. If no one's there, it takes a message.
- It doesn't decide on its own. It follows your rules, and anything unexpected goes to your default number.
- It doesn't fix what it transfers. It hands over the call with context, and its job ends there.
- It doesn't replace your phone system. It works with the number you already have.
- It doesn't keep anyone stuck. If the caller asks for a person, they ask once.
What everybody asks
Six questions from anyone with an office, techs in the field and one phone number.
Try it with your team
Tell us who handles what, and we'll show you how it routes your calls.
It never works alone
Transfer is the last stop, after another skill has tried to handle it. Here are the other eight.
Handles the questions your customers always ask, without guessing or making things up.
Learn more ›Checks your real calendar, books the job, moves it or cancels it. All by voice.
Learn more ›Collects the caller's name, number, address and job details, and puts them in your CRM.
Learn more ›Gets the whole problem on the first call, so your tech shows up ready.
Learn more ›Texts a quote, estimate, financing link or directions during the call.
Learn more ›Recognizes repeat callers and pulls up their history before saying a word.
Learn more ›Turns every call into data: what gets asked, what gets missed, what to fix.
Learn more ›Runs the steps only your shop does, like dispatching the on-call tech.
Learn more ›