Create a Phone Book

To manage multiple call transfer destinations from a single, centralized location, use phone books. With a phone book, your agent can transfer to a variety of phone numbers using just one streamlined action.

Create a phone book

You can add up to 50 numbers to a single phone book. To create a phone book:

On the left-hand sidebar, click Contacts.

Click Create Phone Book.

Enter a name for your phone book. Add phone numbers and define transfer conditions — these are the conditions under which the agent should transfer to the respective number. Once you’re done, click Create.

Transfer settings are shared across all numbers in the phonebook.

Use a phone book

To use a phone book in your agent’s call flow:

1Select Agents on the left-hand sidebar.

2Select the agent you want to add this action to.

3On the left-hand sidebar, click Actions.

4Switch to the During the Call tab.

5Click Add Action and select Call Transfer.

6In the action settings, select a phone number from the dropdown.

7On the right-hand side, click Phone book and choose the phone book from the dropdown list.

FAQ

Can I add the phone number of one of my agents to a phone book?

Yes, you can add any valid phone number to a phone book, including phone numbers assigned to your other Synthflow agents. This can allow you to create transfer flows between agents.

How many phone books can I create?

There is no limit to the number of phone books you can create. However, each phone book can contain up to 50 phone numbers.

Can I use the same phone number in multiple phone books?

Yes, the same phone number can be added to multiple phone books with different transfer conditions for each.

What happens if none of the transfer conditions match?

If none of the conditions in your phone book match during a call, the agent will not transfer the call and will continue with its normal conversation flow.