Setting Up Booking-Transfer vs General-Transfer Numbers
Your AI receptionist has two types of transfer destinations: one for booking-related calls, and one for general enquiries. Configuring both correctly ensures callers reach the right person when they need human help.
Why two separate numbers?
Different calls have different needs:
- A caller wanting to book a large group event needs to speak to someone who can discuss special requirements.
- A caller with a complaint or general inquiry doesn't necessarily need the bookings team.
Having separate numbers means you can route calls to the most appropriate person or team for each scenario.
Where to configure transfer numbers
- Go to AI Receptionists in the dashboard.
- Select your AI receptionist.
- Go to AI Tools.
- Find the transfer tools (typically listed under Call Actions or similar):
- Booking Transfer — the number for booking-related calls.
- General Transfer — the number for general enquiries and other call types.
- Enable each tool and enter the destination phone number.
- Publish the changes to the AI.
Tips for choosing the right numbers
Booking Transfer Number: Use a number that's monitored by someone who handles reservations or appointments. This might be your front desk, your restaurant manager's direct line, or a specific team extension.
General Transfer Number: Use your main business phone line or a dedicated customer service number. This handles the catch-all scenario — any call that isn't specifically booking-related.
What if you only have one number?
If you have just one number for everything, configure that number in both transfer settings. The AI will use whichever is appropriate for the context, and both will route to the same destination.
What if neither number is configured?
If neither transfer tool is configured and active, the AI cannot transfer calls. Callers who ask for a human will be told a transfer isn't available. This creates a dead end — always configure at least one transfer number.
⚠️ Important: After configuring or changing transfer numbers, publish the AI to push the updated configuration live. Until published, the old numbers (or no numbers) will be used.
💡 Tip: Test both transfer tools after setup. Call the AI, ask to speak to someone about a booking (tests booking transfer), then call again and ask to speak to someone generally (tests general transfer). Confirm each call reaches the right destination.