Emergency trades
A forced lock at two in the morning does not go into a queue. An urgency rule transfers at once, and everything else waits until morning without waking anybody.
Transfer and callback
When a human has to take over, the call is handed across — and when nobody is free, the callback is assigned to somebody rather than left hanging.
7 days, 20 answered calls, no card
The task it takes over
A useful receptionist also knows when to stop. Some calls have to reach a human voice right away: a real emergency, an important client, a situation nobody planned for. The rest of the time, transferring is the worst reflex — it interrupts a busy person over a question that fitted in a message.
This function draws that line. You decide what triggers a transfer, toward whom, during which hours, and what happens when nobody picks up. Everything else becomes an assigned callback: a name, a reason, a deadline, and a request staying visible until somebody handles it.
A callback assigned to nobody is handled by nobody. That is why assignment belongs to the function rather than to a board people may or may not check.
Step by step
- Decide
Your rule, rather than an instinct
Whatever triggers a transfer is written down: a word in the conversation, a type of request, an identified client, a time range. Outside that rule, the conversation carries on.
- Hand over
The transfer, carrying what was said
Whoever receives the call also receives the context: who is calling, about what, what has been collected. They do not restart a conversation from zero.
- Catch
When nobody picks up
A transfer that does not land becomes an assigned callback, with an owner and a deadline. The caller knows what happens next before hanging up.
- Track
A callback stays visible to the end
A callback is a request like any other: it has a state, a deadline, and it stays in the queue until somebody closes it.
Part of your base, in all eight industries
Transferring a call, creating an assigned callback and routing belong to a base. Authorised outbound calls, such as a callback actually dialled by the receptionist, belong to sales follow-up capabilities.
What gets added on purpose: spreading requests across several teams with response targets and overflow rules, which lives on another page.
What this changes for your business
Health and care
Anything touching a person's condition is routed to a practitioner or to emergency services, under practice rules. The receptionist does not settle that question.
Real estate
A water leak in a building transfers to whoever is on call. A receipt request waits, carrying an assigned callback and its date.
What it receives
- Transfer rules: what, toward whom, during which hours
- People on call and their numbers
- The callback deadline a business gives itself
- Whatever the conversation already collected
What it produces
- A transferred call, carrying its context
- A callback assigned to a person, with its reason
- A request staying open until it is handled
- A record of the transfer attempt and its outcome
You decide what deserves interrupting somebody. The receptionist does not transfer to shed a difficult question.
What is metered
A transfer extends the current conversation: it creates no second base call.
- A transferred conversation stays counted once
- Two simultaneous conversations remain the capacity of a line
- An assigned callback is a request, with no meter of its own
- An outbound call actually dialled by the receptionist belongs to sales follow-up
Minutes on a transfer to an outside line are billed by a telephone carrier, and those fees are separate from a subscription.
On a telephony side
A status shown is technical qualification. Transfer works on a forwarded line, with no software on your side.
- Telephony and voice orchestrationTo qualifyTransfer behaviour, recovery after failure and routing costs depend on the carrier; they are qualified market by market.
Questions about this add-on
What triggers a transfer?
Whatever you wrote down: a word in the conversation, a type of request, an identified client, a time range. Outside that rule, the conversation carries on.
Does whoever picks up have to hear it all again?
No. They receive the context with the call — who is calling, about what, what has been collected — and they do not restart the conversation from zero.
And when nobody picks up?
A transfer that does not land becomes an assigned callback, with an owner and a deadline, and the caller knows what happens next before hanging up. A callback assigned to nobody is handled by nobody: that is why assignment belongs to the function.
Does a transfer count as a second call?
No. A transferred conversation stays counted once. Minutes on a transfer to an outside line are billed by your telephone carrier, and those fees are separate from your subscription.
Does the receptionist dial the callback itself?
An outbound call actually dialled by the receptionist belongs to sales follow-up capabilities, not to the base. What the base carries here is the transfer, the assigned callback and the routing.
Where to next
Spreading work across teams, or back to what happens before a transfer.
Transfer and callback