The Transfer Calls feature lets you set up and customize call transfer rules so you can route certain calls to the appropriate person on your team. You can set conditional rules for the call transfer based on what the caller says. It's great for when you need connect the caller to a specialist, like an emergency technician for emergency calls, or somebody from your sales team for highly qualified callers.
Begin by watching the introductory video, which provides a comprehensive overview of how to use the Transfer Calls feature.
1. Click Agent > Transfer calls on the left-hand side
Navigate to the left-hand side of the dashboard, select 'Agent,' and then scroll down to find 'Transfer Calls.'
2. Click 'Add transferring rule' to get started
Click 'Add transferring rule' to open the pop-up to create a call transfer rule.
3. Fill out the fields for call transferring rule
Start with 'Name or department'. Input the name of the person or deparment you want to transfer to.
For example, if you have a property management company and need to set up an emergency maintenance hotline, you might input 'Emergency Maintenance'.
If you want to screen for high quality leads and transfer them directly to your sales team, you might input 'Sales'.
4. Set the conditions for when the call should be transferred
In the section 'When should we transfer the call?', specify the conditions under which the call should be forwarded. This is where you tell your receptionist the appropriate situation for call transferring.
For example, if you are looking to transfer emergency calls to your emergency on-call maintenance team, you could input: "Transfer the call if the caller is having an emergency."
5. Add your pre-transfer message
In the section 'What should we say before we transfer the call?', provide instructions on what should be communicated prior to transferring.
For example, people often opt for something like, "I'll connect you to our emergency on-call technician. Please hold while I transfer you."
6. Add the phone number you would like to transfer to
Then, enter the appropriate phone number that you'd like the call to transfer to.
7. Click 'Create rule' to finish setting up your rule
Verify all the fields for accuracy, and once confirmed, click 'Create rule' to finalize. Feel free to create additional transfer rules as required.
For instance, to direct high-priority leads to a sales representative, click 'Add transferring rule' and repeat the process.
8. Make some test calls to ensure it works how you want
Lastly, make some test calls to make sure the call transfers exactly how and when you want it to. Keep making tweaks until it's just right.
Important to note: When making test calls to experiment with the call transfer feature, make calls to your Upfirst phone number (if you have an upgraded plan), or make calls to the 'Test Call Number' which can be found by hovering over the Test Call Button. Attempting to transfer calls from clicking on Test Call Button will not go through since it is a web-based function.