Using the “Transfer Call” Block in Phonely Workflows

Phonely’s Transfer Call block is a powerful tool that allows you to transfer calls to specific phone numbers or dynamically route calls using variables retrieved from external sources, such as APIs. This guide walks you through both simple and advanced use cases for leveraging this feature.

Simple Use Case: Basic Call Transfers

The most straightforward application of the transfer call block is transferring calls to a pre-defined phone number. Here’s how to set it up:

Step 1: Add the Transfer Call Block

1. Navigate to the Workflows section in the Agent Design tab.

2. Add a Transfer Call block to your workflow by clicking the ”+” button and selecting the block from the list.

Step 2: Configure Trigger Conditions

• Set trigger conditions to determine when a call should be transferred.

Example: Transfer the call if the customer:

• Asks to speak with a person.

• Appears frustrated during the conversation.

Step 3: Add an Interim Message (Optional)

• Add a message to play while the transfer is in progress, such as “Please hold while I connect you to a representative.”

Step 4: Tag the Outcome

• Assign a Call Outcome Tag (e.g., “Sales Transfer”) to track and analyze transferred calls in your dashboard and analytics.

Bonus: Department Transfers

• Add a Question Block before the transfer to ask the caller which department they would like to reach (e.g., Sales, Marketing, Support).

• Route calls to the appropriate department by duplicating the Transfer Call block and assigning specific numbers to each department.

Advanced Use Case: Dynamic Call Transfers

For enterprise customers, especially those operating call centers, the Transfer Call block can dynamically retrieve and use phone numbers based on API responses. This is ideal for routing calls to available representatives when phone numbers aren’t fixed.

Step 1: Add an API Request

1. Use the API Request block in your workflow to fetch the required phone number.

2. Configure the API endpoint to return the phone number dynamically. Example: The API may return a JSON response like:

{

    "number": "+1234567890"

}

Step 2: Use the Retrieved Number

1. After the API request block, add the Transfer Call block.

2. In the Phone Number Field, insert the variable returned by the API (e.g., {{api_response.number}}).

Step 3: Test the Workflow

• Test the API request to ensure the phone number is correctly retrieved and applied in the transfer.

• Simulate a call to verify that the call routes to the dynamically retrieved number.

Key Features and Best Practices

Dynamic Routing: Automatically route calls to available representatives or departments by leveraging external APIs.

Call Outcome Tags: Use tags to track transfer performance and generate detailed analytics.

Custom Interim Messages: Provide callers with updates while the transfer is in progress.

Error Handling: Ensure backup numbers or workflows are in place in case the API request fails.

Phonely’s Transfer Call block provides unparalleled flexibility for routing calls, making it an essential tool for automating and optimizing call center operations.

To learn more, visit www.phonely.ai. For additional tutorials and resources, check out help.phonely.ai.