When does the assistant transfer to us?

The assistant transfers when you have asked it to. There are three common rules:

• When someone asks for it. "May I speak to a human" must always work.
• When it is something it must not decide. An estimate, a complaint, an agreement about money.
• When it is in doubt. That is the default answer, not the exception.

You write the rules yourself in the instruction, and you set what should happen if nobody takes the transfer: a message, a voicemail or another number.

Be generous rather than stingy to begin with. One transfer too many costs a call; one transfer too few costs a customer.

Where to set it up

You write the rules in Assistants → select the assistant → Instructions. Who calls are transferred to, and what happens if nobody takes it, is under Its line on the same page.

If nobody takes the transfer, it can take a message instead — it lands on the call and in the inbox, so nothing is lost.