Setting Up Transfer Destinations for Different Caller Types

The transfer destination is where you would like calls to be routed (either to you or someone else). You can now route each caller type to different transfer numbers, but only one destination can be assigned to a designated caller type. 

Transfer destinations will be selected from the team members you have created in your Team Directory on the Call handling page. You'll be prompted to set up a transfer destination when configuring a caller type and selecting to transfer at the end of the call. 

Add a New Team Member

1. Go to the Call handling page by clicking the phone icon in the navigation menu. 
2. Scroll down to the Team Directory section.
3. Click Add.
4. Add the name and phone number of the person you are transferring to. 
   • This can be a cell phone, front desk, or any other number. 
   • Do NOT use a number that is or that you plan to use to forward to your Smith number. This will cause an infinite loop when transferring.
     
5. Click Save.
6. You can store up to 10 team members.

Change the Transfer Destination

1. Go to the Instructions page by clicking the clipboard icon in the navigation menu. 
2. Choose the Caller Type you would like to edit by clicking on Configure.
3. In the What should we do next section, click the Transfer Destination dropdown, and select the team member you would like to receive calls for this caller type.
   
   Alternatively, you can add a new team member if you need to.
4. Click Save. Changes will be live immediately upon saving.

Edit a Team Member

• Changes cannot be made to team members. If an update is needed, you must first delete the team member and re-add them correctly. Team members can be deleted by clicking the Trash icon.

• A team member cannot be deleted if they are actively being used as a transfer destination. You will need to remove or change the transfer destination before deleting the relevant team member.

Questions? Contact us!

• If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.
• If you're not yet a Smith.ai client, please schedule a free consultation to get started with our voice assistant or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.