Waterfall Transfers allow you to set-up scenarios in which Rosie will initiate a warm transfer... but, unlike the standard warm transfer feature, Rosie will call an ordered list of five numbers until someone picks up. Perfect for emergency on-call rotations, urgent calls, and high priority leads.

*Available on the Growth Plan

How It Works

When a caller asks to be transferred to a department set up for waterfall routing, Rosie will:

Place the caller on a brief hold and try the first number on your list
If someone picks up, share context about the caller and confirm they can take the call before connecting them
If nobody picks up, or the person can't take the call, move on to the next number
Check in with the caller periodically so they know she's still working on it
If she gets to the end of your list without reaching anyone, offer to take a message instead

Important! Save the number Rosie will call from

Save this number to every phone on your transfer list: (659) 999-9698

Rosie calls from this number whenever she has a transfer for you. Saving it in your contacts is important because:

It helps everyone on your team recognize incoming transfers as high-priority calls instead of unknown numbers
It's required if anyone on your list uses Silence Unknown Callers on iPhone — otherwise Rosie's call will be silenced and sent to voicemail without ringing

Setting Up a Waterfall Transfer

Log into Rosie Admin
Navigate to Agent Settings → Transfer Calls
Click Add Scenario
Select the Waterfall toggle at the top of the modal
Add your primary number, then add backup numbers in the order you want Rosie to try them
Optionally, brief Rosie on information to collect from the caller before attempting the transfer
Set the transfer availability schedule so the scenario only runs when someone's around to take it
Save

Collecting Info Before the Transfer

Both warm and waterfall transfers let you brief Rosie on what to find out from the caller before she attempts the transfer. She'll use that information to summarize the call for whichever recipient picks up.

While the Caller Waits

To keep callers from worrying they've been forgotten, Rosie checks back in between attempts with something like: "Thanks for your patience. I'm still trying to get a hold of someone for you. I've got a few more numbers to try, so bear with me."

If she reaches the end of your list without connecting, she'll let the caller know and offer to take a message so the right person can follow up.

Reviewing a Waterfall Transfer After the Call

After the call wraps, the call's details page shows which numbers Rosie tried, who picked up (or whether everyone was unavailable), and any info she collected from the caller before attempting the transfer.

FAQs

What happens if every number on my list goes unanswered?

Rosie will let the caller know she wasn't able to reach anyone and offer to take a message instead.

Does the caller hear the other phones ringing?

No. Rosie keeps the caller on a brief hold while she works through the list. You can choose the hold music the caller hears when setting-up your Waterfall Transfer scenario.

What if the person who picks up can't take the call right then?

Rosie thanks them and moves on to the next number on the list.

Can I have different schedules for different transfer scenarios?

Yes. Each transfer scenario has its own availability schedule, so you can route after-hours calls differently from business-hours calls.

Can I mix cold, warm, and waterfall scenarios in the same account?

Yes. Each scenario is independent, so you can choose the transfer style that fits each department or use case.

Can I reorder the backup numbers later?

Yes. Open the scenario in Agent Settings → Transfer Calls and reorder the numbers anytime.

Plan Availability

Waterfall Transfers are available on the Growth Plan.

Waterfall Warm Transfers