During a call, I can pass the caller to someone on your team. You choose who in Settings → Telephone → Call instructions, Transfers tab, then you tell me in the call script when to do it. Transfers only work on real calls, not in Tests.
Add a colleague to transfer to#
- Open Settings → Telephone → Call instructions, then the Transfers tab.
- Tick Enable call transfers.
- Fill in Phone number, for example +32 2 012 34 56, and Short label, for example Thomas.
- If you want, write the Spoken message before transfer (optional), for example "I'm putting you through to Thomas, one moment." The caller hears it when the call is passed on.
- For another person, click Add destination. There is no maximum.
- Click Save in this tab.
Choose the short label well#
- The Short label is the name I know the destination by: Thomas, Reception, On call… I do not read it to the caller, and I do not see the number.
- In the script, write exactly this label. If the script says "Thomas Lemaire" and the label is "Thomas", I may not make the link.
- Give each destination a different label. Two destinations with the same label merge into one: I only see one of them.
Tell me when to transfer#
In the Call script tab, How Eva handles calls field, write the cases where I should transfer, and to which label:
If the caller wants to make an offer or talk about their sale, transfer to Thomas.
For any other request, take a message.Without this instruction, I do not transfer. You do not need to ask me to announce the transfer: the Spoken message before transfer does that. See also how to write my call instructions.
Transfer depending on the time or day#
A destination has no time slot. But I always know the date and time of the call, so the script says when to reach whom. Example with two destinations, Reception and On call:
Monday to Friday, 9:00 to 18:00: if the caller asks to speak to someone, transfer to Reception.
Outside these hours and at weekends: transfer to On call only for an emergency (water damage, heating failure, a door that no longer locks). For anything else, take a message and say the agency will call back on the next working day.Write the hours in plain words, with days and times. If your agency closes on public holidays, list them in the script.
If your colleague does not pick up#
As soon as I have passed the call on, I leave the line: I do not stay on hold and I do not take the caller back.
Transfer or forwarding?#
Transfer | Call forwarding | |
|---|---|---|
Who passes the call | Me, to your team | Your provider, to me |
When | During the call | Before I pick up |
Where to set it | Transfers tab | With your provider: forward your calls to EVA |
If I never transfer#
- Check that Enable call transfers is ticked and that at least one destination is filled in, with a valid number.
- Check that the script says when to transfer, with the exact label of the destination.
- Test with a real call: the browser test does not transfer.