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Hand calls to you lets the agent transfer a caller, live, to a phone number you choose. It is a real transfer, not a promise of a callback: the agent tells the caller it is putting them through, and the call moves to your line. It works on phone calls only. In website chat and email there is no call to transfer — use Request a human there instead.

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Set it up

1

Add a transfer number

Go to Agents → your agent → Channels → Phone. In the How it sounds card, enter the number in Transfer live calls to (optional) and save. Include the country code. Spaces, dashes, dots and brackets are fine, e.g. +1 607 555 1234 or +1 (607) 555-1234, and the number is saved as +16075551234. A 10-digit number with no country code is read as a US or Canadian number.
2

Check the switch

Go to Actions. Under Built in, Hand calls to you switches on once the agent has a transfer number. Until then it is greyed out, with a link to where the number goes.
3

Test it

Call the agent’s number and ask for a person. You should hear the agent say it is transferring you, then your transfer number should ring.
To stop transfers without removing the number, turn Hand calls to you off on the Actions page.

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When the agent transfers

The agent transfers a call when the caller:
  • asks for a person or a manager,
  • is upset, or
  • has an urgent matter the agent cannot resolve.
It says something like “One moment — transferring you now” before it transfers, so the caller is never cut off in silence. The conversation is marked Handed to you in Conversations. If the transfer fails, the agent apologises and offers to take a message instead.

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Pick the right number

The transfer number must be answered by a person, and it must be a different number from the one customers dial. Your cell or a desk line somebody sits at is right. A voicemail box is not — the caller asked for a person, and an honest message taken by the agent serves them better.

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Loop protection

If your published business number forwards to the agent, transferring back to that number would send the caller straight back to the agent. WireDesk refuses those transfers:
  • When you save: a transfer number that matches one of the agent’s own phone numbers is rejected, with the message “handover number cannot be a number that already routes to this agent — use a cell or direct line that is not forwarded here”.
  • During the call: before transferring, WireDesk checks the number the caller dialled, every number on the agent, and the number that forwarded the call. If the transfer number matches any of them, the agent does not transfer and takes a message instead.
  • When connecting a number you already own: you cannot connect the agent’s transfer number as one of its inbound numbers, for the same reason.

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Business hours

Business hours do not apply to phone transfers. While Hand calls to you is on and a transfer number is set, the agent can transfer at any hour. Business hours only limit Request a human in chat and email. If you do not want calls transferred at night, turn Hand calls to you off when nobody is available. The agent then tells callers it cannot put them through right now and offers to take a message.

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The transfer number and notifications

The transfer number is also where text-message notifications go. If you choose Text or Email and text for an event under Settings → Notifications, the text goes to the agent’s transfer number. See Notifications.

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Test calls in the browser

Voice test calls in the browser cannot be transferred — there is no phone line to move. Test transfers with a real call to the agent’s number.