Transfers to Outside Numbers
Send a caller who asks for someone by name straight to that person’s own number.
What This Is For
External Transfer Numbers is a named list of people and their direct numbers. On a phone call, when a caller asks for one of them by name, the AI dials that number directly instead of taking a message. It is how you reach someone who does not sit in FONE.
Where It Lives
Open the My AI Agent card, press Edit Agent, open the Routing section, and expand External Transfer Numbers. Press Add Number to add a person, giving their name and their number in full international form, for example +13605551234.
What the Caller Hears
The call is transferred to that person’s number. If they do not answer, the call goes to that number’s own voicemail rather than back to your AI. These numbers are never read out to a caller — they are dialled, not disclosed.
It Outranks Your Other Transfer Settings
A caller who names someone on this list goes to that person’s number, rather than to the Regular Transfer Number in the Identity section. The list also keeps working when Never transfer callers to another agent or team member is switched on, which turns off ordinary routing but leaves these named targets and the emergency line alone.
These Are Always Live
External transfers are not limited by your Transfer Hours. If you do not want someone reachable around the clock, do not put them on this list.
A Warning the Form Gives You
If every number in the list ends up identical to your Regular Transfer Number, saving is refused with a message saying so. That is almost always a browser autofill having overwritten the rows rather than something you meant, so check each number before saving again.