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Manage Escalation Settings

The AI Receptionist has powerful call routing and escalation features. On the right-hand side of the screen, and you may have to scroll a little bit, but you’ll see a setting called Escalation. Click the “Manage” button next to Escalation. You’ll be able to choose between “Never transfer to a human” OR, transfer to selected contacts when needed. By default, the number you used while signing up is the default escalation contact. By default, we set your availability from 9am to 5pm - Monday through Friday. To change this, hover over the default escalation contact, and you’ll see an edit button on the right. You can change the phone number, the contact’s name, as well as their availability (by tapping on “Manage Availability”) You can also add another contact if you have somebody else that you’d like to make available for Call Routing and Escalation. For example, if you are a law firm with two partners, you might want to put both partners’ phone numbers in here. Alternatively, if you are a SaaS company with a Sales and Support team, you may want to put in phone numbers for your sales and support teams as two separate contacts with your Support team being the “Default Escalation” contact.

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