Deploy
Transfer a call to clinic staff
Set approved destinations, choose cold or warm transfer and plan the fallback.
A human call transfer connects the current phone caller to a staff telephone number. Configure approved destinations on the agent; an arbitrary number mentioned by a caller is not an approved destination.
Add a destination
- Open the agent and expand Call transfers.
- Choose Add destination. Enter a clear Destination name such as “Reception” and the direct Phone number in E.164 format.
- Use a line that does not forward back to the same AI receptionist. A transfer to the clinic’s public number can create a loop if that number forwards to Verbatik.
- In a conversation-flow agent, add a Call Transfer node and select the destination and Transfer mode. Add a short Summary for staff for warm transfer.
- In a prompted agent, describe when staff should be called and how to explain a failed transfer. Publish the reviewed agent version.
Choose a mode
| Mode | Caller experience | Staff experience |
|---|---|---|
| Cold | Connect when the staff leg answers | Receives the caller without an acceptance whisper |
| Warm | Waits during staff consultation | Hears a summary and is asked to press 1 to accept |
On the native gateway, cold transfer uses a second call leg and bridges on answer. Warm transfer keeps consultation separate until acceptance. Carrier and route capabilities still apply.
Handle failure
Write an explicit fallback: “I couldn’t reach reception. May I take a callback request?” A staff rejection, busy line or no-answer should return control to the agent rather than inventing an accepted handoff. For urgent veterinary requests, use the clinic’s approved escalation instructions and direct emergency destination; do not create medical advice or unsupported coverage promises.
Test the complete phone path
Use approved test numbers to check successful acceptance, staff rejection, no answer, caller hangup during consultation and correct caller/staff audio after bridging. A browser call can exercise conversation logic, but it does not certify a PSTN staff transfer. Outbound transfer legs may carry carrier charges and require account permissions.
An agent handoff changes the AI handling the session; it is a different action from a staff telephone transfer.