In this article, you’ll learn how to transfer active calls from Genius Answering to a member of your team.

Genius Answering is plenty capable of handling most calls and booking new jobs, but occasionally a client will need personal attention or request to speak directly with someone on your team. Transferring calls ensures they get the support they need without interrupting the customer experience.

With Genius Answering, clients can request to speak with a human or a specific team member, depending on your settings.

Setting up live transfers

1. From the sidebar menu, select Genius AI
2. From the Genius Answering tab, select Settings
3. Select Actions & notifications
4. Under Transfer to a human, select Transfer to a human
   
5. Customize where calls should be transferred to:
   1. Asked for: Enter a specific team member’s name or a phrase callers might use when requesting a person (e.g., “representative,” “human,” or “agent”)
   2. Transfer to: Enter the phone number you want to transfer the call to
6. Select Add option and repeat Step 5 as needed (up to 5 options)
7. Select Save

Calls answered by your AI agent will now be capable of being transferred to a member of your team. 

What your team will experience

When your AI agent transfers a call, a member of your team will first receive a call from the AI agent. Before connecting the client, the AI shares full context about the request and asks whether your team member wants to take the call.

Your team can briefly interact with the AI before deciding what to do — ask clarifying questions, accept the call immediately, or indicate that they're unavailable. If unavailable, the AI will relay the message back to the caller. You can either decline the call with a general unavailable message, or provide a specific callback message for the AI to share (such as letting the caller know you'll follow up in 20 minutes). 

Transferring calls to external numbers

When setting up live transfers, be mindful of the risks when transferring calls to external cell phone numbers. By default, all Workiz call flows are designed to end in Workiz voicemail. If your AI agent can’t answer, the call moves to the next step in your flow and any missed calls are routed to Workiz voicemail as usual.

However, transferring to an external number changes this: Once the call leaves your flow, it cannot reenter your flow. This means Workiz can’t capture the transcription or voicemail from the moment it leaves your call flow. If the call is missed, it will go to the external number’s voicemail and will only be accessible to that phone’s owner.

Calls transferred to an external number will still be logged in Workiz. Transcripts will be available up until the point of transfer.