Automatic Call Forwarding

In this video, I introduce an exciting new feature for our AI voice assistants. You can now automatically forward calls to any number or to a real person. I walk you through the simple steps to use this feature. Don’t forget to request forwarding settings if you want to try it out!

Video Overview:

1. Einführung neues Feature (0:00) We now have an amazing new feature for AI voice assistants: the ability to automatically forward calls to any number or to a live person. This feature is simple to use and can be activated in just a few steps.
2. Anrufweiterleitung erklären (0:40) To use this feature, first select the forwarding option. Enter the desired phone number where you want the call to be forwarded. You can set triggers for when the call should be forwarded, such as when the caller requests a specific person (e.g., "I want to speak with Mrs. Schmidt").
3. Bedingungen für Weiterleitung (1:20) You can also set conditions for forwarding. For example, the assistant can first ask for the caller's name or the company they represent before forwarding the call. This ensures that the assistant only forwards the call under specific circumstances.

Key Features:

• Automatic Call Forwarding: Forward calls to any phone number or live person automatically, based on predefined conditions.
• Multiple Configurations: Create multiple forwarding configurations for the same phone number and assistants. This allows you to set up different forwarding rules with varying conditions, schedules, or instructions for flexible call routing.
• Customizable Triggers: Set specific triggers for when the call should be forwarded (e.g., when the caller asks for a specific person).
• Flexible Conditions: Ask the caller for additional information (like their name or company) before forwarding.
• Multiple Configurations: You can create multiple forwarding rules using the same phone number with different conditions or for different assistants, giving you maximum flexibility in how you route calls.
• Warm Transfer: An AI transfer assistant speaks to the operator first to confirm availability and provide context before connecting the customer. This ensures smooth handoffs and prevents transfers to voicemail or unavailable operators.
• Working Hours Schedule: Set specific working hours for each day of the week to control when calls can be forwarded. The AI assistant will only forward calls during the configured business hours.
• Multiple Forwarding Configurations: You can create multiple call forwarding configurations for the same phone number with different instructions or conditions. This allows you to set up different forwarding scenarios for the same destination.
• Easy Setup: Simple steps to set up forwarding, with the ability to change or delete settings as needed.

Multiple Forwarding Configurations

You can now add multiple call forwarding configurations for your assistant, even using the same phone number. This is useful when you want to:

• Forward calls to the same number under different conditions
• Use different instructions for the transfer assistant based on the situation
• Set up multiple forwarding scenarios with different working hours

Each forwarding configuration is independent and can have its own:

• Phone number
• Custom instructions for the transfer assistant
• Working hours schedule
• Timezone settings

Example Use Case: You might set up two forwarding configurations to the same sales department number:

1. One for general inquiries during regular business hours (9 AM - 5 PM)
2. Another for urgent matters during extended hours (5 PM - 9 PM) with different instructions

Setting Up Working Hours

You can configure working hours for your call forwarding to ensure calls are only forwarded during your business hours. This feature is available for both VAPI and Synthflow providers.

How to Configure Working Hours:

1. Access Schedule Settings: When setting up or editing a call forwarding, click the calendar icon next to the phone number field.

2. Enable the Schedule: Toggle the "Enable schedule" switch to activate the working hours feature.

3. Set Your Timezone: Select the appropriate timezone for your business location (e.g., "Europe/Berlin").

4. Configure Daily Hours: For each day of the week (Monday through Sunday):

   • Enter the opening time (from)
   • Enter the closing time (to)
   • Times are set in 24-hour format (e.g., 9:00 AM = 9, 3:00 PM = 15)
   • Leave a day empty if you don't want to accept forwarded calls on that day

5. Save Your Settings: Click the save button to apply your schedule configuration.

How It Works:

When the schedule is enabled, the AI assistant receives instructions about your working hours. The assistant will:

• Only attempt to forward calls during the configured business hours
• Inform callers when calling outside business hours
• Follow your schedule according to the timezone you specified

Example Schedule:

• Monday to Friday: 9:00 AM - 5:00 PM (9:00-17:00)
• Saturday and Sunday: Closed (no forwarding)
• Timezone: Europe/Berlin

This ensures that calls are only forwarded when someone is available to receive them, improving customer experience and preventing missed connections outside of business hours.

Warm Transfer Feature

When forwarding a call, the system uses a "warm transfer" approach to ensure smooth handoffs. Instead of directly connecting the customer to the operator, an AI transfer assistant speaks to the operator first.

How Warm Transfer Works:

1. Initial Connection: When a call needs to be forwarded, the system first connects to the operator's phone number.

2. AI Assistant Greeting: The operator hears a brief message from an AI transfer assistant, such as:

   • English: "Hello, I have a customer on the line. Are you available to take this call?"
   • German: "Hallo, ich habe einen Kunden in der Leitung. Sind Sie verfügbar, um den Anruf entgegenzunehmen?"

3. Availability Check: The transfer assistant:

   • Confirms the operator is a real person (not voicemail)
   • Checks if the operator is available to take the call
   • Provides brief context about the customer's needs
   • Keeps the conversation under 30 seconds for efficiency

4. Call Connection: Based on the operator's response:

   • If available: The customer is connected to the operator for a smooth handoff
   • If unavailable or voicemail detected: The transfer is cancelled, and the AI assistant informs the customer

Benefits:

• No Voicemail Transfers: The system detects voicemail and prevents transferring customers to unanswered lines
• Operator Preparation: Operators receive context before taking the call, improving service quality
• Better Customer Experience: Customers avoid being transferred to unavailable numbers
• Customizable Messages: You can customize what the transfer assistant says to operators in both English and German

This intelligent approach ensures that call transfers are successful and professional, maintaining high-quality customer interactions throughout the process.

Custom Failed Transfer Message

When setting up call forwarding, you can now customize the message that your AI assistant will say to the caller if the transfer fails (for example, if the operator is unavailable or doesn't answer).

How to Set Up a Custom Failed Message:

1. Navigate to Assistant Settings: Go to your assistant's configuration page and open the "Prompts" tab.

2. Access Call Forwarding Settings: Scroll to the "Forwarding a call" section where you configure your live transfers.

3. Enter Your Custom Message: At the top of the live transfer section, you'll find a "Failed message" field. Enter the message you want the AI assistant to say when a transfer cannot be completed.

4. Save Your Changes: Click save to apply your custom failed message.

Assistant Cloning

When you clone an assistant that has call forwarding configured, the custom failed message is automatically copied to the cloned assistant. This ensures that your carefully crafted error handling messages are preserved across all versions of your assistant.

Default Failed Messages:

If you don't provide a custom message, the system uses these default messages:

• English: "Sorry, I couldn't transfer you. Do you want to continue the conversation with me or will you try again later?"
• German: "Entschuldigung, ich konnte Sie nicht weiterverbinden. Möchten Sie das Gespräch mit mir fortsetzen oder versuchen Sie es später erneut?"

Tips for Writing Effective Failed Messages:

• Keep the message polite and professional
• Offer alternatives to the caller (e.g., continue the conversation, try again later, leave a message)
• Match the tone and language style of your business
• Keep it concise - the caller is already experiencing a minor inconvenience
• Consider offering a callback option if applicable to your business

Example Custom Messages:

• "I apologize, but our team is currently unavailable. Would you like me to take a message or can I help you with something else?"
• "Sorry, I can't reach anyone right now. Can I schedule a callback for you, or would you prefer to leave a voicemail?"
• "Unfortunately, I couldn't connect you. Would you like to continue talking with me, or shall I send an email notification to our team?"