Transfer a call to a person

Chapters

1. 0:00Some callers need a person: a bulk order, a complaint, or just “kisi se baat karwa do”. Your agent can hand those calls to your team. Here's how, on SwiftKart's Order Support agent.
2. 0:15Open the Call tab. Under Transfer to a human, switch on Transfer calls.
3. 0:20Add a target: a name, the number to ring, and when to transfer there. Here, the sales team, for bulk and wholesale orders.
4. 0:30You can add up to five. A second one: the support desk, for complaints and refunds the agent can't settle.
5. 0:41The agent says the hold message, then connects the call. The word target, in braces, becomes the target's name. Write it in your callers' language.
6. 0:52Keep this on: whoever answers first hears one sentence, the caller's number and the reason, and is then connected.
7. 1:01The agent already knows each target and when to use it. Say it in the prompt too: under Tools, one line on when to offer a person.
8. 1:12Save. From the next call, the agent can transfer.
9. 1:16Transfers work on phone calls only. A test call in the browser never transfers, so test it with a real phone call.
10. 1:25When it transfers, the agent's part ends and the caller stays on with your team. The call's page shows who took it, why, and whether they answered. The docs have the details.
11. 1:38That's call transfer: switch it on, add your targets, set the hold message, tell the prompt when, and save. Your agent takes the routine calls, and your team the ones that need a person.