Step-by-Step Guide: Setting Up Mid-Call Forwarding Groups
Create forwarding groups so your AI can transfer calls to the right team members. Set up sales, support, emergency, and department-specific groups.
Quick Answer: Set up forwarding groups by going to Connect > Phone, scrolling to Mid-Call Forwarding, and clicking 'Add Forwarding Group'. Name the group, add team members' phone numbers, and your AI can transfer calls to that group during conversations.
What You'll Learn
This guide shows you how to configure forwarding groups that let your AI transfer calls to the right people based on the caller's needs.
Step-by-Step Setup
- Navigate to Connect > Phone
- Scroll to the Mid-Call Forwarding section
- Click Add Forwarding Group
- Enter a Group Name (e.g., 'Sales Team')
- Add a Description explaining when to use this group
- Enter phone numbers for team members (up to 9)
- Click Add to add more numbers if needed
- Click Save to create the group
Recommended Groups to Create
- Sales Team: For new customer inquiries that need human follow-up
- Support/Service: For existing customers with technical issues
- Emergency/On-Call: For urgent situations requiring immediate human response
- Scheduling: For complex scheduling that AI can't handle
- Owner/Manager: For escalated issues or VIP customers
- Billing: For payment or account questions
How Transfers Work
When your AI determines a call should be transferred:
- AI announces it will transfer the caller
- First number in the group is called
- If no answer within the ring time, next number is called
- Process continues through all numbers in the group
- If no one answers, call returns to AI for voicemail or callback scheduling
Best Practices for Group Setup
- Order matters: Put most available person first in each group
- Use mobile numbers: Ensure team can answer when away from desk
- Keep groups updated: Remove departed employees promptly
- Write clear descriptions: Help your AI understand when to use each group
- Set appropriate ring time: Balance between trying each number and caller patience
Training Your AI to Use Groups
Your AI automatically knows about your forwarding groups. To ensure it uses them appropriately:
- Add rules in AI Logic > Receptionist > Rules To Follow for specific transfer scenarios
- Example: 'If caller mentions water leak, gas smell, or no heat, transfer to Emergency group'
- Configure conversation scripts to offer transfers at appropriate points
Frequently Asked Questions
Q: How many numbers can I add to a group?
A: Up to 9 numbers per forwarding group.
Q: What happens if no one in the group answers?
A: The call returns to your AI, which can take a voicemail or schedule a callback.
Q: Can I have the same person in multiple groups?
A: Yes, one person's number can be in multiple groups (e.g., both Sales and Emergency).
Related Articles
Bizzy Can Do This For You
Instead of doing this manually, just tell Bizzy:
"Help me set up forwarding groups"Or navigate to: Connect > Phone > Mid-Call Forwarding
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Last updated: February 1, 2025