How to Set Up Smart Team Directory Transfers

Created by Danielle Whyte, Modified on Thu, Jul 10 at 12:01 PM by Danielle Whyte

You can now enable AI Receptionist to transfer calls when a caller asks to speak with a specific team member by name, improving routing efficiency and the caller experience.

When Smart Team Directory transfers are turned on, AI Receptionist can:

Listen for specific names mentioned by the caller at any point during the call.
Transfer the call to that person’s number if a match is found in your Team Directory
Log all transfer attempts in your call summaries

Note: If the match isn’t found, AI Receptionist will continue the intake flow with a fallback message: “Unfortunately, I am unable to transfer you to [NAME] at this time.”

How to Enable Smart Team Directory Transfers:

Go to your Call Handling Settings.
Scroll to the Team Directory section and make sure you have at least one team member added.
Below the Team Directory table, check the “Transfer to a team member...” box
Note: If no team members are listed, the checkbox will be disabled. Add at least one team member to activate the setting – learn how.

If a caller says, “Can I speak to [Team Member Name]?” — AI Receptionist will check your Team Directory. If the name is listed, AI Receptionist will:

Collect the caller’s information first, then proceed with the transfer.
Continue the intake if appropriate, unless the caller insists on being transferred.

AI Receptionist uses exact or high-confidence matches to ensure accuracy, and will never confirm whether someone is on your team if their name isn’t recognized.

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 AI Receptionist or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.