Transfer to operator

This feature allows the callbot to pass the call to a real person when the assistant cannot solve the problem.

How it works

The system transfers the call to your phone number in real time. For example, if a customer calls to change the time of an existing appointment and the bot does not have the authorization to do so, it transfers the call to you or your secretary.

The transfer happens in three cases: 1. The customer explicitly asks for it (example: "I want to speak with a human"). 2. The bot realizes it does not have the information to answer. 3. A condition you set in the workflow is met.

During the handoff, the caller hears a short waiting message. If no one answers the phone, the system ends the call and collects a voice message, then sends you a summary via email.

What you need to do

1. Specify the phone numbers where calls should be transferred in numeri e orari.
2. Define the critical cases where the bot must stop talking and hand over to an operator.

What glacom® does

The system manages the call routing and, if there is no answer, generates the email di riepilogo with the details of the conversation that took place before the transfer.

Limits

The transfer depends on your phone line availability: if your number is busy or unreachable, the bot cannot force the connection and will switch to message collection mode.

Frequent problems

• The bot never transfers the call? → Check if you configured the destination numbers correctly.
• What happens if the operator rejects the call? → The system handles the event as "no answer" and sends the summary.
• Can the customer go back to the bot after speaking with the operator? → No, once the call is transferred, management passes entirely to the human operator.

From the app

Not available from the app: the configuration of numbers and transfer flows is managed from the control panel.