This guide explains the attributes that control how your AI Employee transfers calls to a human manager. These attributes define whether the call transfer feature is enabled, which phone numbers are used, and the conditions under which a call is escalated. All attributes are configured in the Settings > Agent Behavior tab of the Newo.ai Portal.
🗒️ NOTE
At least one attribute must be set: project_business_working_hour_escalation_phone, or
project_attributes_setting_transfer_call_phone_numbers.
If both are empty, the AI Employee will not transfer calls and will instead relay the information to a manager via email/SMS (if session-ended reporting is enabled and set up).
Transfer Call to Manager - Enabled
IDN: project_attributes_setting_transfer_call_enabled
This attribute determines if your AI Employee can transfer calls to a human manager.
True: Call transfers are enabled.
False: Handles all calls, but call transfers are disabled.
For example, if the AI Employee is for a dental clinic, you may want to set this attribute to True to have it escalate treatment costs to the clinic receptionist.
Transfer Call to Manager - Phone # Non-Working Hours
IDN: project_business_non_working_hour_escalation_phone
This attribute defines the phone number an AI Employee uses to forward calls to during non-working hours.
Accepted formats:
With a + (plus) and country code, e.g., +12345678990
Without a + (plus) and with a country code, e.g., 12345678990
For example, if the AI Employee is for a property sales customer, after-hours inquiries are likely routed to the on-call sales manager’s phone. You would add this manager’s number to this attribute.
Transfer Call to Manager - Phone # Working Hours
IDN: project_business_working_hour_escalation_phone
This attribute defines the phone number an AI Employee uses to forward calls to during working hours.
Accepted formats:
With a + (plus) and country code, e.g., +12345678990
Without a + (plus) and with a country code, e.g., 12345678990
❗❗ IMPORTANT
The escalation phone numbers (project_business_non_working_hour_escalation_phone and project_business_working_hour_escalation_phone) must differ from the public phone number (project_business_public_phone) to prevent the agent from calling itself recursively.
Transfer Call to Manager - Call Criteria
IDN: project_attributes_setting_transfer_call_criteria
This attribute specifies scenarios in which the AI Employee should transfer the call to a human manager.
Examples:
Re-confirm their appointment. You cannot confirm appointments.
Report a forgotten or lost item at the restaurant.
Speak with customer service.
Confirm that their table reservation is secured. You cannot confirm reservations.
Notify that they will be late for an existing reservation.
Participate in or book a table for a special event mentioned in the context.
Transfer Call to Manager - Advanced Phone Number Selection & Rules
IDN: project_attributes_setting_transfer_call_phone_numbers
This attribute defines the escalation number to use when different scenarios (e.g., standard booking, group booking, emergency calls) require dedicated numbers.
🗒️ NOTE
This attribute should be left empty if the escalation numbers (project_business_non_working_hour_escalation_phone and project_business_working_hour_escalation_phone) are defined.
Accepted formats:
With a + (plus) and country code, e.g., +12345678990
Without a + (plus) and with a country code, e.g., 12345678990
Example:
**During working hours:**
- Standard booking: +12223334444
- Group booking: +12223335555
- Emergency calls: +12223337777
**Outside working hours:**
- Standard booking: +12223334444
- Group booking: +12223335555
- Emergency calls: +12223337777
This attribute provides flexibility when multiple phone numbers are used across scenarios.
Supports different escalation numbers for different situations.
Can route based on working vs. non-working hours.
Leave blank if only one set of working/non-working numbers applies.
Real-world example: restaurant industry
Let’s assume you have a restaurant agent and you need to set up call transfers when a guest wants to cancel their reservation. Additionally, you have different numbers for working and non-working hours. You do not have numbers for different scenarios (i.e., emergencies or catering). The call transfer setup would look something like this:
Set the
project_attributes_setting_transfer_call_enabledattribute to True.Ensure the
project_business_public_phoneattribute includes the restaurant's public number. If the restaurant has multiple locations, provide the published number for the specific location where the agent is being created.Add a phone number to the
project_business_working_hour_escalation_phoneattribute. This number cannot match the one in theproject_business_public_phoneattribute.Add a phone number to the
project_business_non_working_hour_escalation_phone attribute. This number cannot match the one in theproject_business_public_phone attribute. If you only have one number for working and non-working hours, include it in bothproject_business_non_working_hour_escalation_phoneandproject_business_working_hour_escalation_phone.Add the following instruction to the
project_attributes_setting_transfer_call_criteriaattribute: “Guest would like to cancel their reservation.”Ensure you have the correct intent type and scenario set up to trigger call transferring.
🗒️ NOTE
Keep the project_attributes_setting_transfer_call_phone_numbers attribute empty because you do not have specific phone numbers for various scenarios (i.e., emergencies or catering).