The AI receptionist is designed to transfer callers based on contact names, not direct extension numbers. However, with a simple setup adjustment, it can respond to extension-based requests as well.
By default, the AI will:
Transfer callers when they ask for a contact by name
Not recognize direct extension requests like “Can you transfer me to extension 12?”
Enabling Extension-Based Transfers
To support callers who ask for a specific extension number, you can use the Title field in your contact settings:
Add the extension number to the contact’s Title (e.g., “Sales Manager - Extension 12”)
When a caller says “Can I speak to extension 12?”, the AI will match that number from the Title and transfer accordingly
This workaround allows the AI to associate extension numbers with specific contacts, even though it doesn’t natively recognize extensions.
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.