Rosie can provide 24/7 call transfer capabilities for call escalation to your team. You can turn on this capability by navigating to Settings -> Capabilities and locating the Transfer Calls section on the page. You must toggle the capability 'On' and provide a valid 10 digit number for transfer service to work.
Rosie transfer capability functions in multiple ways during a call: by detecting a caller's tone - monitoring for heightened emotion/anger, by receiving a direct transfer request from a caller, or from instructions you may have input via an uploaded training document.
This number must be different from the one currently forwarded to Rosie, otherwise Rosie will notify the caller the transfer cannot be completed
Extension numbers are not supported at this time
If you would like additional help understanding or setting up transfer capabilities for your Rosie agent, contact the Rosie team at [email protected] or by using our chatbot.