This guide provides a comprehensive walkthrough for agents to optimize their transfer, ensuring that calls are directed to available contacts based on specified time parameters. Scroll through the steps below to get started:
Not a visual learner? No problem!
Here’s a straightforward, step-by-step guide in text form:
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Navigation: Start by navigating to SalesAi, click on AI Voice, and then click Agents to either create or edit an agent.
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Call-to-Action Setup: In Step 3 of the agent creation process, under Call Flow, toggle on the Call to Action option. Then, select Live Transfer - Number Directory and choose Sequential routing.
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Primary Contact Setup: Select the primary contact (individual or department) for the live transfer. The agent will attempt to transfer calls to this contact first. Only contacts listed in the Number Directory will appear as options.
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Adding Additional Contacts: You can add multiple contacts by typing their names in the field next to the primary contact. These additional contacts can be selected based on their availability.
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Time Parameters: Set the time parameters for when the agent will attempt to transfer calls to the primary contact. This includes choosing the time zone, days of the week, start time, and end time.
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Handling Multiple Contacts: If the primary contact is unavailable, the agent will move to the next contact in the list. Time parameters for each contact can be customized, and if needed, you can copy the hours to all selected numbers.
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Setting Different Hours for Other Contacts: For additional contacts, set custom days and hours by scrolling down and configuring the availability separately from the primary contact.
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Transfer Phrase: Input a Transfer Phrase that must end in a question to ensure a successful transfer. A suggested text is provided.
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Complete Setup: After configuring the transfer times and phrases, proceed to finish building your agent.
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