Actions

Forward a call to a person

Put the caller through to a colleague's phone when the conversation needs a person.

With Call Forwarding the agent hands the caller to a real person — your reception, a manager, the technician on duty — when the conversation needs one. You decide when, and which number gets which kind of call.

Paid plans

Call forwarding needs a paid plan — not in the free trial. The minutes after the hand-over are billed as an outgoing call to the number the call goes to and shown as their own line — see How usage is priced.

Set it up

1. Open the agent's Actions tab

   Open the agent and go to Actions.

   A workflow agent has no Actions tab: there, add a Tool step and pick Call forwarding — see Workflows.

2. Add Call Forwarding

   Click Add Tool → Call & messages → Call Forwarding.

3. Name it and enter the number

   Field	What to enter
   Name	Who the call goes to, e.g. Key Account Manager. The agent uses it when it tells the caller where it is putting them through
   Forwarding Number	The number that receives the call, in international format: +49 30 1234567

4. Say when to forward

   In General Condition, describe the moment in plain words, e.g. if the customer explicitly asks for the key account manager or if the caller wants to complain and the agent cannot solve it.

5. Route by topic (optional)

   Under Conditioned Forwarding Numbers, add a condition and a number per row — if the user has technical issues → the support line, if it is about an invoice → accounting. The first matching condition decides the number; when none matches, the Forwarding Number is used.

Changes save automatically and apply from the next call.

What happens during the call

1. The agent recognises the moment from your condition.
2. It tells the caller that it is putting them through.
3. The call rings at the number. If nobody answers, the caller comes back to the agent.

The call log shows the call as Transferred; in the call's details you see where it went and the rate of that leg.

Use cases

• A person for complaints — if the caller is upset or asks for a manager → the manager's mobile.
• Departments without a menu — one agent answers and sends sales, support and accounting calls to three different numbers.
• After-hours emergencies — combine with the agent's prompt: outside opening hours, forward only real emergencies to the on-call phone.

You can add several Call Forwarding tools — one per person or department — each with its own condition.

Test it

Call the agent's number from your phone, say the words from your condition and check that the call rings at the right number. Talk to Agent in the browser is fine for the conversation part; test the hand-over itself with a real phone call.

Common problems

Problem	What to check
The agent never forwards	Make the General Condition concrete — name the request or situation, not a mood
The agent forwards too often	Narrow the condition and say in the prompt what the agent should try first
The forward fails	The agent's number must be able to place calls: an Advanced number or your own SIP trunk — see Phone numbers. The Free plan cannot forward

Related

• Hand the call to another agent
• Keep your existing number
• Live calls — step into a call yourself