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.
💡 If you’re forwarding calls to Upfirst from another number, make sure the number you transfer calls to is different from the number you forward into Upfirst. If they’re the same, the call will get stuck in a loop — the caller dials your number → it forwards to Upfirst → Upfirst tries to transfer back to that same number → and the cycle repeats.
7. Select what happens when a call is transferred
Now, choose what number should show up when a call is transferred. Do you want your Upfirst number to show, or do you want the caller's number to show when transferred? This is entirely your preference.
Also, customize what your receptionist should do if no one picks up the call transfer. Do you want to send it to the voicemail of the person receiving the transfer, or do you prefer it to go back to the receptionist to take a message?
8. Add a schedule to your call transfer rule
Want to avoid your receptionist transferring calls when you're unavailable? Click the "Only allow transfers during specific hours" checkbox and add your schedule.
9. 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.
10. 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 make calls to your Upfirst phone number. Attempting to transfer calls from clicking on Test Call Button will not go through since it is a web-based function.
Call transfer FAQs
Does the call go back to the AI agent if the person that's receiving the call transfer does not pick up?
Does the call go back to the AI agent if the person that's receiving the call transfer does not pick up?
Yes. Here's how it works: if the person receiving the transfer doesn't pick up or declines the call, you have two options for what happens next:
Let it go to voicemail — The call is sent to that person's voicemail so the caller can leave a message directly.
Let the AI take a message — The receptionist picks the conversation back up, takes a message from the caller, and sends you the details.
You can configure this setting for each transfer destination, so different team members or departments can have different behaviors.
Can the agent transfer calls internationally?
Can the agent transfer calls internationally?
We do not transfer calls internationally (one country to another). You can transfer to another number that is local to your country or region, but not to another country. If your account currently has a US number and you need an international number in order to do call transfers, fill out this form to request a local number in your country.
Can Upfirst handle warm transfers?
Can Upfirst handle warm transfers?
Not yet, although that is coming really soon. Keep an eye out for a new features email.