When and why to transfer a call

The assistant is designed to resolve as much as possible on its own, but it also knows when to pass the ball. yourang.ai offers three distinct mechanisms to handle this handover in a controlled, traceable way.

Three mechanisms, three purposes

• Transfer to a department. The assistant transfers the call to a department in your business (reception, restaurant, administration, etc.) based on the nature of the request or the time of day.
• System tools. Built-in tools the assistant can invoke to perform a specific action: transfer, collect information, book, send a summary. They are its operational 'buttons'.
• AI after-hours. When the business is closed, the assistant follows a different flow: it collects requests, schedules callbacks, and leaves structured messages the team will find when they return.

All three mechanisms coexist and combine. In the next pages we'll see how to configure them and how to choose the right strategy based on your operational flow.

Principles common to all transfers

• Transparency with the customer. The assistant always tells the customer that it's transferring them, to whom, and why. No silent transfers.
• Context for the recipient. Whoever receives the transferred call also receives a summary of the conversation so far: what the customer asked, what data they provided, what problem needs solving.
• Tracking. Every transfer is logged in the call history with timestamp, destination, reason, and outcome. You can review the assistant's choices at any time.
• Fallback. If the destination doesn't answer (busy, after hours, unreachable number), the assistant follows a fallback flow you've configured in advance: leave a message, schedule a callback, resume the conversation.