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Some calls need a person. Under Escalate, you choose who the agent transfers to, and when. You’ll find this on the agent under Teach → Escalate. At the top of the page, three badges show where the agent stands right now: how many people it can transfer to, whether it takes messages, and how many other agents it can hand over to.

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Add someone to transfer to

Under Phone: transfer to a person, click Add target. First, choose who takes the call:
  • Someone you have already picks a contact from the workspace
  • Someone new creates a new contact with Name and Phone number or extension
Then fill in:
  • When to transfer, on every agent. A short note for the agent, for example “for billing questions”. The note is saved on the contact and applies to every agent.
  • When to transfer, on this agent only. Leave it empty to use the text on the contact.
  • Type of transfer. See below.
  • Opening hours. Turn on Own opening hours if the contact has different hours than the workspace. Outside those hours, the agent does not transfer. It offers to take a message instead.
Don’t just write a name. “Maria” doesn’t tell the agent when to use her. “Maria, for billing” does.

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Warm or cold

For each contact, you choose the type. The choice is saved on the contact, so it applies to every agent that transfers to it.
The agent stays on the line and first tells the colleague what the call is about. Then it connects the two.What it sounds like:
“I’ll transfer you to Maria from billing. One moment.”
Use warm when:
  • The user is upset, and the colleague needs to know why
  • The case is complex, and it saves the colleague time
  • You want a personal experience
The agent transfers the call directly. The colleague takes it like a normal incoming call.Use cold when:
  • The colleague can handle the call without background
  • You have a lot of calls and no time for intros
It’s fine to mix. Warm for complaints, cold for routine.
An internal extension can only take a cold transfer.

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Order

The agent tries the top one on the list first, then moves down. Use Move up and Move down in the row’s menu.

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Hand over to another agent

If you have several agents, one can hand the conversation to another. For example from a booking agent to a support agent. Click Add agent under Hand over to another agent, and choose:
  • Which agent should take over
  • When to hand over. A note for the agent, for example “for technical questions”
  • Silent handover. Turn it on if the other agent should carry on without greeting again

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Chat

Direct handover to a person is not yet possible in chat. In chat, the agent takes a message, or hands over to another agent.

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When to escalate

At the top of the page, the When to escalate table gathers all your rules in one place, so you can see them together. You change them where they were created, not in the table.

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Outcomes

At the bottom, four numbers show the last 30 days: Asked for a person, Transferred, Asked, not transferred, and Messages taken. If Asked, not transferred is high, either a contact is missing, or the calls fall outside the contact’s opening hours.

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If something isn’t right

It’s reading the notes too loosely. Make the “when” text more specific. “For complaints that can’t be resolved” works better than “complaints”.
Check that there’s at least one entry under Phone: transfer to a person. Also check the contact’s opening hours, and that you’ve clicked Publish.
Switch the contact to cold. Warm works best on a smaller share of calls, not all of them.
Make the “when” text more concrete. On a warm transfer, the agent uses it to introduce the call.

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Next steps