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 Assistants 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.