Live Transfers

• When a customer requests emergency service, you’d like to forward the call to a personal number
• When a customer requests to speak to a specific employee or department, you’d like to direct that call to the relevant party
• If the Voice AI agent can’t answer a question, or gets the sense a customer only wants to speak to a human, you’d prefer to get an operator involved
• Once the Voice AI agent qualifies that a caller meets some criteria, you’d like to forward them to a specific line

• Ensure the ‘trigger’ for your bot is an inbound phone call to the Hatch workspace of your choice
• In your chatbot instructions, add a line for the situation in which you’d like the Voice AI agent to transfer the call
  • For example: if the caller requests emergency service /transfer

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External Phone Transfer

• The phone number to which a call should be transferred
• Decide whether to have the bot provide a summary of a call
  • Yes - the customer will be placed on hold, and the bot will read a summary of the first leg of the call (e.g. ‘the customer requested to be escalated to a manager’) to the transfer recipient
  • No - the customer will be connected to the external phone number directly. When the transfer recipient picks up, they will be connected to the customer immediately.
• Instructions for the AI Agent, i.e. “what should the agent say when they transfer the caller?”

• Step one: The customer (either a caller or an outbound call recipient) triggers the /transfer command in the instructions. The situation you’ve told the Voice AI agent to look out for and transfer the call, occurs in this first leg of the call. Whatever transfer instructions have been added for the agent occurs now—the agent will tell the customer to “please hold” or similar.
• Step two: A call will go out to the external phone number specified in the command, and will retain the customer’s caller ID (for inbound voice AI) or will appear to be from the Hatch workspace number (for outbound voice AI calls). The customer is either placed on hold while a summary is read to the transfer recipient, or is connected immediately.
• Step three (if summary is active): The summary is read to the transfer recipient, while the contact remains on hold. Then, the transfer recipient is connected to the contact “This is a transfer from your Hatch AI assistant. Customer John Smith requested emergency service as his hot water is off. Connecting you now…”

• The transferred call behaves just like a normal inbound call to the external number, so the original caller will be connected to the voicemail box of the external phone number, or however the external phone number is configured

• All transferred conversations are saved with a disposition of ‘transferred’, which you can see in your reporting dashboard, and all calls to your Hatch workspace will appear at the top of the Inbox column of your salesboard.

• Yes! If you want to say “if the caller asks for Sally, transfer to Sally” as well as “if the caller ask for Bob, transfer to Bob”, that all works as expected.

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Live Transfers within Hatch

• Which Hatch workspace the call should be transferred to
• Instructions for the AI Agent, i.e. “what should the agent say when they transfer the caller?”

• Step one: A customer calls your Hatch phone number, and triggers the /transfer command. The situation you’ve told the Voice AI to look out for and transfer the call, occurs in this first leg of the call. Whatever transfer instructions have been added for the agent occurs now—the agent will say “I’ll transfer you now” or similar, as instructed.
• Step two: An inbound call notification appears in whichever Hatch workspace has been designated as the one to receive the transfer. You’ll see a short summary of what happened on the first leg of the call, and can pick up the call to start speaking to the contact immediately.

• The customer will be prompted to leave a voicemail to your Hatch number, the call behaves just like a normal inbound call.

• The transfer will respect call forwarding preferences within Hatch! So the forwarded call will be forwarded onto the number specified (with the caller’s caller ID shown), but there will be no summary either read by the bot nor shown on a modal.

• The contact card will appear at the top of the inbox column, and will show a record of which bot transferred the contact, as well as which workspace the contact was transferred from (if relevant). A recording of the first leg of the conversation will also be available in the side bar.