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Documentation Index

Fetch the complete documentation index at: https://help.verbu.com/llms.txt

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Some calls belong with a human. With forwarding turned on, your agent can send the caller on — to a colleague, a department, or another agent — when it’s the right thing to do. You’ll find this under Forwarding on your agent.

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Add contacts

Click Add contact and fill in:
  • Name — e.g. “Maria, billing”
  • Phone number — with the country code
  • When to forward — a short note for the agent, e.g. “for billing questions”
You can add as many contacts as you want. The agent reads the note and decides which contact fits the caller’s question.
Don’t just write a name. “Maria” doesn’t tell the agent when to use her. “Maria, for billing” does.

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Smooth or Direct

For each contact you pick how the call gets transferred. Two options:
The agent tells the caller who they’re being transferred to. Then it rings the colleague, briefly explains what the call’s about, and connects them.What the caller hears:
“I’ll transfer you to Maria from billing — one moment.” (Maria picks up and hears a quick summary before the caller is connected)
Use Smooth when:
  • The caller is upset and your colleague should know why
  • The case is complex and a briefing saves time
  • You want a personal experience
The agent just transfers the call. The colleague picks up like any normal incoming call.What the caller hears:
“I’ll transfer you now — one moment.” (Maria picks up as usual)
Use Direct when:
  • Your colleague can handle the call without background
  • You want it over quickly
  • Volume is high and there’s no time for intros
Mixing both is fine — e.g. Smooth for complaints and Direct for routine.

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Order

The agent reads contacts top to bottom. If two contacts could fit the same case, it picks the top one. Use the arrows to reorder them.

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Hand off to other agents

If you have several agents in Verbu, your agent can also hand a conversation over to another agent — e.g. from a booking agent to a support agent. Click Add agent and pick:
  • Which agent should take over
  • When to hand off — a note for the agent, e.g. “for technical questions”
  • Continue silently or Greet the caller — if the voices sound similar, the second agent can carry on without greeting again

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When something isn’t right

It’s reading the notes too loosely. Make the “when” field more specific. “For complaints that can’t be resolved” works better than “complaints”.
Check that Forwarding is turned on. Check that the agent has at least one contact.
Switch the contact to Direct. Smooth works best on 10-30% of calls — not all of them.
Check that the “when” note is concrete enough. For Smooth transfers, the agent uses that note to introduce the caller.

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Next steps