heydiga

Transfer

When it does not know, it says so and passes the call to a person.

The call arrives, but not where it should

Transferring badly costs more than not transferring: the customer repeats what they have already said, and sometimes hangs up on the way.

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In a business with departments, a call goes from hand to hand until it finds someone who can help. Every hop is a wait, a repeated explanation and a chance to be cut off. And when the person who should take it is not there, the call ends up in a voicemail nobody listens to until the next day.

S

Sonia · digalook's AI receptionist

Incoming call · Friday 12:30

Hi, I want to speak to someone about a colour that went wrong.
S
I am so sorry. When was it done, and by whom?
On Saturday, by Marc. It has come out far too dark.
S
Putting you through to Carla, the manager; I will fill her in.
Call transferred

It knows who to pass it to, and when

Transferring well means knowing three things: who handles it, whether they are in, and what to do when they are not.

  • It understands what the call is about before moving it.
  • It picks the destination with your rules: person, department or location.
  • It checks whether anyone is available before passing it on.
  • It hands the call over with the context of what has been said.
  • It takes a message when there is nobody, instead of letting it ring.
  • It transfers as soon as the customer asks, without insisting.

Your org chart, in four lines

All of this is already decided in the business. The only new part is writing it down once.

The directory
People, departments and which number or extension each one answers on.
The rules
Which kind of call goes where, and which ones are always transferred.
The schedules
When each person is in, so a call is not passed to an empty chair.
The fallback
What to do if the destination does not answer: message, second destination or call back.

Every call where it belonged

It is not a switchboard handing out calls blind. It is a call that arrives explained, first time.

  • The call connected to someone who can resolve it.
  • The reason, told before the customer repeats it.
  • The message taken in full when there is nobody.
  • No call abandoned on hold.
  • A record of what gets transferred and where, which shows what could have been resolved earlier.

Wherever a person is needed

Transfer is the honest way out: it shows up when the conversation stops being something that can be resolved alone.

Call peaks
It spreads the peak without anybody listening to hold music.
AnswerCaptureTransferAnalyse
Frequent questions
When the question falls outside the plan, it passes the call on instead of improvising.
AnswerTransferShare
Service in several languages
It routes to whoever speaks that language, if you would rather a person handled it.
AnswerTransfer
Transfer to a person
It is the main skill: the whole case rests on it.
TransferIdentify

In these sectors

Beauty and wellness
digalook
More clients, and far more loyal ones

Answers while the team works and leaves the salon's calendar ready for tomorrow.

Hospitality and restaurants
digafood
More tables filled, fewer calls lost

Takes ten calls at once at peak time and seats the bookings without pulling anyone off the floor.

Automotive and garages
digamotor
More workshop bookings and no cold leads

Books workshop appointments, reports on the car and never lets a sales lead slip away.

Health and wellness
digaclinic
A full calendar and fewer no-shows

Fills the calendar, cuts no-shows and treats every piece of data with the care it demands.

Homes and property
digaliving
No enquiry left unanswered

Answers the enquirer when they call, qualifies them and books the viewing before they call somebody else.

Where the limits are

We say it here so nobody discovers it in a demo. Transfer moves the call; whether it gets picked up is no longer up to it.

  • It does not make someone appear. If nobody is there it takes a message; it cannot invent a shift.
  • It does not decide alone. It routes with your rules, and anything unplanned goes to the default destination.
  • It does not resolve what it transfers. It hands the call over with context and its part ends there.
  • It does not replace your switchboard. It works with the one you already have.
  • It does not hold anyone back. If the customer asks for a person, they ask once.

What everybody asks

The six questions of anyone with several departments and a single number.

How does the agent decide a call needs to go to a person?

heydiga decides based on what the business has defined and what the customer asks for. It transfers when the customer requests it, when the question falls outside its scope and in the cases the business marks as always transferable. Before moving the call it understands the reason, and anything the rules do not cover goes to the default destination.

Can each type of call go somewhere different?

Yes, heydiga sends each type of call to its destination: a person, a department or a site, each with its own number or extension. The business writes down its directory once, which call goes where and each destination's hours, and heydiga routes calls by those rules. It works with the switchboard the business already has, without replacing it.

What if nobody is available to take the call?

heydiga checks that someone is available before passing the call, using each person's hours, so it does not put it through to an empty chair. If the destination does not answer, it follows the plan B the business has defined: take a message with the reason and contact details and pass it on straight away, try a second destination or arrange a callback. No call is left abandoned on hold.

Does the customer have to repeat what they have already said?

No, with heydiga the call reaches the person with the reason already explained and what has been said so far, so the customer repeats nothing. If heydiga has recognised the customer, whoever takes the call has their record in front of them before saying hello. The conversation picks up where it left off, which is what makes a transfer painless.

Can it transfer the call to someone on the team?

Yes, heydiga transfers the call to a person when needed, along with what has been said so far, so the customer does not have to repeat it. The business decides which number or extension it goes to and in which cases: when the customer asks, complaints, sensitive matters or any other case it defines.

What if my customer would rather speak to a person?

heydiga transfers the call as soon as the customer asks. If they ask once or twice, it passes the call to the person or extension the business has defined, without insisting. The aim is not to keep the customer stuck with a machine, but to get their question resolved.

See all FAQs

Try it with your switchboard

It sits in front of the one you already have and starts routing this very afternoon.

Talk to us

It never comes alone

Transfer is the last stop, and you get there after another skill has tried to resolve it. These are the other eight.

Answer
Resolves information

Handles the questions the business always gets, without slipping up or making things up.

Book
Handles bookings

Checks real gaps, gives the appointment, moves it and cancels it. All by voice.

Capture
Captures details

Collects and qualifies the caller's details, and leaves them where the team works.

Report
Reports problems

Takes the whole problem down from the first contact, and leaves it ready to fix.

Share
Sends files

Sends the menu, the quote or whichever document is needed during the conversation.

Identify
Identifies customers

Recognises the caller and pulls up their history before saying anything.

Analyse
Analyses conversations

Turns every conversation into data: what gets asked, what is lost, what improves.

Custom
Automates workflows

Automates the business's own workflow, the one that fits into no box.

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