- Your AI agent can be trained to transfer calls during a conversation with a customer. This capability can be easily extended to complex logic that allows the agent to triage a call and transfer to different numbers or extensions. This article describes the best practices, based on our experiences.
Transfer call logic can be entered in the FluvioAI agent dashboard, under Training Data -> Call Actions -> Transfer Call. Type in the prompt area in plain English to guide the AI agent.
Single Number Transfer
Just type in the phone number, and the name of the person. Here are some examples:
- Transfer to Bob: +15551234567
- If the caller asks to be transferred to a live person, transfer to 15558551212
- If the caller needs additional support, transfer to 15558661212
Multi Number Transfer
Your AI agent can easily handle multi number transfer logic. Just type a simple paragraph that outlines the logic. Here are some examples:
- If the caller would like to be transferred to Steve, transfer to 15554168902, if the caller would like to be transferred to Susan, 15557894123
- If the caller would like to be transferred to the Sales department, transfer the call to 15558881212, the caller would like to be transferred to technical support, transfer the call to 15558906589
Numbers With Extensions
If you are transferring calls withing a business phone system, or would like to transfer calls to extensions, please contact your FluvioAI representative as we need to investigate your specific phone system and setup in order to find the best solution.