When the AI Transfers to a Human
Sometimes a caller needs to speak to a real person — whether they've asked directly, the AI can't resolve their question, or the situation is too complex for automated handling. Your AI receptionist can transfer calls to a human.
When a transfer happens
A transfer is triggered in several ways:
Caller requests it: If a caller says "Can I speak to someone?" or "Can you transfer me?" or similar phrasing, the AI will initiate a transfer.
AI cannot complete the request: If the AI encounters a request it cannot fulfil — for example, an unusual booking situation, a complaint, or a question outside the knowledge base — it may offer to transfer rather than provide an unhelpful response.
Booking-related transfer vs general transfer: Speako supports two types of transfer numbers — one specifically for booking-related calls, and one for general enquiries. The AI determines which is appropriate based on the context of the call.
Transfer numbers
Transfer numbers are configured in the AI Tools section:
- Booking Transfer Number — for callers who want to speak to someone about making or managing a booking.
- General Transfer Number — for all other call types.
If only one number is configured, it will be used for all transfers. If neither is configured, the AI cannot transfer calls.
What the caller hears during a transfer
Before transferring, the AI typically tells the caller they're being connected and may give a brief hold message. The caller stays on the line while the transfer is initiated.
Depending on how the transfer is configured, this can be:
- A direct transfer — the call is handed off immediately.
- A warm transfer — Speako tries to connect with the destination number first, and the AI waits until the connection is established before completing the handoff.
What happens if no one answers?
If the transfer number rings but no one picks up, the caller may reach voicemail or the call may disconnect. Ensure the numbers configured as transfer destinations are reliably answered during the hours the AI operates.
⚠️ Important: Configure your transfer numbers before going live. An AI that has no fallback or transfer capability will leave callers stuck in a dead end if they need human help.
💡 Tip: Set your booking transfer number to your front desk or reservations team, and your general transfer number to your main business line or manager. This ensures calls land with the right person.