Transfer Call
Last updated August 18, 2024
How to Transfer and Escalate Calls
The Transfer Call block allows you to transfer calls externally from Phonely to different departments or individuals. It's useful for creating escalation routes or replacing traditional IVR systems.
How to Use
- Add the Transfer Call block to your workflow.
- Configure the block with the destination phone number.
- Optionally, combine with a Question block to determine the transfer destination.
Example Setup
1. Question Block:
Name: transfer_destination
Type: multiple_choice
Question: Which department would you like to speak with?
Options:
- Sales
- Marketing
- Miranda
- Will
2. Transfer Call Block:
Transfer Number: [Answer to transfer_destination]
Transfer Message: "I'm going to transfer you to
[Answer to transfer_destination] now."Key Features
- Transfer calls to external phone numbers
- Use dynamic variables for transfer numbers
- Customize transfer messages
Use Case: Call Escalation
For handling frustrated customers who demand to speak with a manager:
1. Create a new workflow: "Call Escalation"
2. Start Flow:
Condition: Someone is frustrated and wants to speak to a manager
3. Transfer Call Block:
Transfer Number: [Manager's phone number]
Transfer Message: "I understand you're frustrated. I'm transferring you
to a manager now."Tips
- Use clear naming conventions for your transfer destinations
- Test your transfer routes thoroughly to ensure smooth handoffs
- Consider adding additional blocks (e.g., for gathering more information) before the transfer if needed
For more detailed information and support, visit the Phonely Help Desk at help.phonely.ai . To get started with Phonely, visit www.phonely.ai .
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