By default, Abby transfers calls based on contact names, not extension numbers.
That means if someone says, “Can I speak to extension 12?”, Abby won’t automatically know who that belongs to.
You can easily fix this by adding the extension number to your contacts’ titles.
How to Enable Extension Transfers
Go to your Contacts page in the portal.
Open the contact you want to edit.
In the Title field, add their extension number using this format:
[Title] – Extension [Number]Example: Sales Manager – Extension 12
Save your changes.
Now, when a caller says “Can I talk to extension 12?”, Abby will match the number from the Title and transfer the call to the correct contact.
Best Practices
Use a consistent format for extension numbers in Titles (“Extension 105”)
Test the setup by calling in and requesting an extension to ensure proper routing
If you need help updating your contact titles or want to confirm your setup, reach out to [email protected] for assistance.