AI Phone can now transfer calls to staff the caller asks for by name

You can now have AI Phone transfer a call to a specific staff member when the caller asks for them by name. Staff transfer also works in Japanese and English calls.

What's new#

• The transfer staff form now has a Reading field. When you enter a name, AI fills in the reading in katakana, and you can edit it.
• When a caller names a person, AI Phone prioritizes the name over the reason for the call.
• Similar-sounding names are confirmed with the caller first. If several staff share a surname, AI Phone asks which one. Staff the caller says are not the right person are not transferred to.
• If the named person isn't on your transfer list, AI Phone asks about the matter once, then transfers to another contact or takes a callback request.
• AI Phone refers to staff by their title or department when responding to the caller.
• Staff transfer is now available in Japanese and English calls, with a consistent message before transferring.
• When you set a member as transfer staff from the Members page, their role name and description are prefilled as their responsibilities. The AI check of responsibilities now also considers the member's role, title, and department.
• We fixed an issue where the next field couldn't be selected after entering a name, and an issue where an old reading could remain after changing a name.

Who it's for#

• Customers using AI Phone staff transfer

How to use it#

1. Open the AI Phone transfer staff settings.
2. Add or edit a staff member and check the name and the auto-filled Reading. Edit the reading if needed.
3. Save. Calls asking for that person by name will now be transferred to them.