By default, the AI Receptionist transfers calls based on contact names, not extension numbers.
If a caller asks for a specific extension (for example, “Can I speak to extension 12?”), Abby will not automatically know which contact that extension belongs to.
To enable extension-based transfers, you can include the extension number in the contact’s Title field.
How to Enable Extension Transfers
Log in to your Abby Connect Portal
Navigate to: Account > Contacts
Select 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.