How Transfer Numbers Work
When a call requires a transfer:
Abby checks the contact’s availability.
If available, Abby attempts the first transfer number.
If unanswered, Abby proceeds to the next number in order.
If all attempts fail, the call follows the remaining actions configured for that call type (such as voicemail or message).
Example order:
Office → Mobile → Secondary Line
The order you define determines the sequence of transfer attempts.
Adding or Updating Transfer Numbers
To manage transfer numbers:
Go to Contacts in your portal.
Select the contact.
Open the Call Handling tab.
Add up to three transfer numbers.
Arrange them in the desired order.
Save your changes.
You may label numbers (Office, Mobile, Other) for clarity.
International Transfer Limitation
Abby cannot transfer calls directly to international phone numbers.
Workaround
To transfer internationally:
Create a U.S.-based number through a VoIP provider (e.g., RingCentral, Zoom Phone, Dialpad, OpenPhone).
Configure that number to forward to your international number.
Use the U.S. VoIP number as the transfer destination in Abby.
Abby transfers domestically, and the VoIP provider handles the international forwarding.
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 Behavior
AI Receptionist:
When configuring a transfer action in your AI Call Handling diagram, you can choose which of the contact’s listed numbers should be attempted. You can also control the order in which those selected numbers are tried.
This allows AI transfers to be customized per call type, while Live Receptionists follow the standard contact number order.
Live Receptionist:
Receptionists will attempt all transfer numbers listed on the contact’s profile in the order shown (for example: Primary → Secondary → Third). Each time a transfer is needed, they follow that same sequence.