Call Transfer & Routing
The right caller. The right teammate.
Route each call by reason and by who is actually available. When a teammate is busy or away, a fallback you chose takes over, and every transfer is logged.
- Available
- Busy
- Away
Why it matters
Callers shouldn’t have to find the right person themselves.
In a property office, the person who picks up is rarely the person who can help. Callers get passed around, put on hold, or transferred to someone who already left for a showing.
Routing sends each call to the teammate who handles that reason, checks whether they’re available first, and uses a fallback when they’re not.
Interface and key controls
See the details that keep work moving.
Select a caller, change who is available, and pick a fallback. The route and transfer status update as you go.
Call Queue
Team Availability
Click a status to change it.
How call transfer & routing works
A clearer way to work.
Step 1 of 5
Caller chooses reason
The caller picks a reason from the menu or tells the AI receptionist what they need.
Business scenario
A practical day in the business.
Lakeside Property Management in Denver, CO handles 340 rental units with a four-person office. On Tuesday morning, Olivia Turner calls about a leak in Unit 4B.
- 9:12 AM — Olivia picks “Maintenance” from the menu.
- 9:12 AM — The rule checks Jake Foster, the maintenance coordinator: Available.
- 9:13 AM — Warm transfer: Jake sees “Unit 4B · Maple Court · leak” before he answers.
- 9:20 AM — Jake creates a work order; the call is logged with transfer time and outcome.
Business scenarios and exceptions
Designed for real-world exceptions.
Unavailable, busy, timed-out and escalated calls are separate states, each with its own next step, so you always know where a caller ended up.
| State | What the caller hears | What happens next |
|---|---|---|
| Connected | Brief hold, then the teammate | Call logged with transfer time |
| Busy | “Everyone on this team is helping other callers.” | Fallback after 30 seconds |
| Timed out | No answer after 4 rings | Next teammate or voicemail |
| Unavailable | Teammate is marked Away | Fallback immediately, no ringing |
| Escalated | Caller says it’s urgent | Office manager gets the call and notes |
What happens if the assigned teammate is unavailable?
The call goes to the fallback you set, such as the next available teammate, an office manager, or voicemail with a callback task. The caller is never left ringing.
Can calls be routed by reason or department?
Yes. Callers choose a reason, and each reason maps to a team or person. Rules can also differ by time of day.
What is a warm transfer?
The teammate sees who is calling and why before they answer, so the caller doesn’t have to repeat themselves.
Who should use call transfer and routing?
Multi-person offices, property managers, service companies and support desks where different people handle different questions.
Is every transfer logged?
Yes. Each call record shows the route taken, who answered, any fallback used and the outcome.
Connect every caller to the right person.
Start a 14-day free trial or book a demo to set up call routing for your team.