Skip to main content

Transfer Numbers

Make sure every call reaches the right person. Abby lets you add and manage multiple transfer numbers for each contact, so receptionists and your AI can reach your team efficiently and accurately every time.

Updated over 2 months ago

What Are Transfer Numbers?

Transfer numbers are the phone numbers Abby uses to reach you or your team when a caller needs to be connected. Each contact can have up to three transfer numbers, allowing flexibility in how calls are routed.

💡 Benefit: Adding multiple transfer numbers ensures calls are always answered — even if your first number is busy or unavailable.

How Transfer Numbers Work

When a call comes in, Abby follows the order of transfer numbers you’ve set for that contact.
For example:

Office → Mobile → Home

If the first number doesn’t answer, Abby automatically tries the next until someone picks up or the call is routed according to your call handling preferences (e.g., voicemail or message).

Adding or Updating Transfer Numbers

You can manage transfer numbers directly in your Abby Portal.

  1. Log in to your Abby Portal.

  2. Navigate to Contacts in the left-hand menu.

  3. Select the contact you want to edit.

  4. Click the Call Handling tab.

  5. Under Transfer Settings you'll see Primary, Secondary, and Third.

  6. Enter the phone number(s) you’d like Abby to use.

  7. Select the phone type (e.g., Office, Mobile, or Home).

    1. If you’d like to create a custom label, choose Other and enter your preferred name. This is especially useful for department contacts — for example, receptionists can say, “One moment please while I try Dan’s line,” making the transfer process smoother and more personal.

  8. Click Save when finished.

💡 Tip: Keep your most frequently answered number listed first for faster connections.

Best Practices

  • Review and update transfer numbers regularly, especially if your team changes roles or contact details.

  • Use clear naming conventions for contacts (e.g., “Sarah – Mobile” and “Sarah – Office”) to avoid confusion.

  • Test new transfer numbers after adding them to confirm proper routing.

AI vs. Live Receptionist Handling

  • AI Receptionist: Follows the transfer number order automatically, based on your availability settings.

  • Live Receptionist: Receptionists follow the same order but may also follow custom instructions (e.g., “Try office first, then text if no answer”).

Related Articles

Did this answer your question?