AiDial answers your calls, finds out what each caller needs and puts them through to the right person in your team. Your team member is told who’s calling and why before the caller is connected. If they can’t take the call, AiDial can try the next person on your list, or take a message and send it to your team by SMS or email.
Some calls need a person. Your AI receptionist or AI answering service handles routine questions and puts the rest through to the right team member, such as new sales enquiries, existing customers or urgent matters. Before connecting the caller, AiDial privately tells your team member who’s calling and what they need. The caller waits on hold and can’t hear the briefing, so your team member picks up ready to help.
A phone that answers isn’t always a person who can talk. With the availability check, AiDial asks your team member whether they can take the call and only puts the caller through after a clear yes. If voicemail or a phone menu picks up, or your team member says no or doesn’t reply, the caller isn’t connected. AiDial lets them know and follows your back-up plan, such as trying the next person or taking a message.
Choose who should be tried for a transfer and in what order, such as your receptionist first, then a colleague, then the office manager. If the first person declines, doesn’t reply or their voicemail picks up, AiDial moves on to the next person while the caller waits on hold. Anyone outside their own hours is skipped, and each person gets the same availability check and private briefing before the caller is connected. If no one on the list is free, AiDial takes a message.
When no one can take the call, AiDial lets the caller know and offers to take a message. It collects their name, best contact number and what the call is about, then sends the message straight away by SMS, email or both. You choose who receives it: the person the caller was trying to reach, a business owner, a manager or a shared inbox, with different recipients for each transfer line if you like. If the caller hangs up before leaving a message, AiDial can still alert your team to the missed transfer, with the caller’s details if you choose.
Transfers follow the hours you set. Your business hours, public holidays and any temporary closures you add in the AiDial Portal apply by default, and any person or line can have its own weekly schedule, time zone and holiday rules, or stay available around the clock. Your sales team might take transfers on weekdays, your manager on Saturday mornings and your on-call person at any hour, from a roster you keep in the AiDial Portal. When someone is off, AiDial won’t ring them. It moves to the next person on your list or takes a message instead. To decide who should take each type of call, pair transfers with AI call routing.
Once your team member is connected, AiDial can leave the call, stay on the line to help as a three-way call, or stay in the background without speaking. When it stays in the background, you decide whether the conversation between your team member and the caller is added to the call transcript or left out. Call recording is a separate option. If it’s turned on, callers are told at the start, and records follow your consent, redaction and retention settings. Read more about AI compliance.
A warm transfer is a call transfer where the person receiving the call is briefed before the caller is connected. AiDial calls your team member while the caller waits on hold, checks they can take the call, shares the reason for the call and then puts the caller through, so the conversation can pick up where it left off.
A warm transfer suits sales enquiries, complex questions and existing customers, because your team member is briefed first. A direct transfer, also called a cold transfer, puts the caller straight through without a briefing, which suits simple requests. It rings the number you choose and may reach that number’s voicemail if no one answers. Either way, calls go to your team’s existing landline and mobile numbers, so staff can take them at the office or on the road. AiDial only transfers calls to the people and numbers you’ve approved.
Every business has calls that should reach a person. Here are some common ways AiDial hands calls over, from small teams to enterprise voice AI deployments. Want to hear AiDial in action? Try our AI receptionist demos.
AI call transfer is when an AI receptionist answers a call, works out what the caller needs and puts them through to the right person. AiDial can brief your team member first with a warm transfer, or connect the caller directly.
A warm transfer means the person receiving the call is briefed before the caller is connected. AiDial shares who’s calling and why while the caller waits on hold, so your team member is ready to help.
A warm transfer includes a short private briefing before the call is connected. A cold transfer, which we call a direct transfer, puts the caller straight through with no briefing. It suits simple requests where no introduction is needed.
With a warm transfer, your team member hears the reason for the call before the caller is connected, so callers usually don’t need to start again. A direct transfer doesn’t include a briefing.
Yes. You can set an order of people for a transfer. If the first person declines, doesn’t reply or their voicemail picks up, AiDial moves on to the next person while the caller waits on hold. Anyone outside their hours is skipped, and if no one is free, AiDial takes a message.
Not with the availability check turned on. AiDial asks your team member if they can take the call and connects the caller only after a clear yes, so a voicemail greeting or phone menu doesn’t count as an answer. Direct (cold) transfers skip this check and can reach voicemail.
AiDial lets the caller know the person isn’t available and offers to take a message. It collects their name, number and message, then sends it to your team by SMS, email or both. If the caller hangs up first, AiDial can still alert your team to the missed transfer.
You choose. Messages can go to the person the caller was trying to reach, a business owner, a manager or a shared inbox, and each transfer line can have its own recipients. SMS alerts go to mobile numbers.
Yes. Transfers can go to your team’s mobile or landline numbers, including staff who work away from the office.
Yes. Transfers follow your opening hours, your state’s public holidays and any temporary closures you add in the AiDial Portal, and each person or line can have its own hours, time zone and holiday rules. When someone is off, AiDial tries the next person on your list or takes a message. Urgent calls can go to whoever is on call, from the roster you keep in the portal.
It’s your choice. When AiDial stays in the background after the handover, you decide whether the conversation between your team member and the caller is added to the call transcript. Call recording is a separate option, and callers are told when it’s on.
No. Call forwarding sends every call straight to another number. With AI call transfer, AiDial answers first, handles routine questions and transfers the calls that need a person. Learn more about automated call forwarding.
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