01
Start here
Why use it
Use it when a caller needs a licensed professional, an urgent response, or human judgment.
02
In context
Picture this
A caller asking about a complex insurance claim is transferred to the on-call advisor after the agent captures their name and policy number.
03
Build it
Set it up
- Add the person or team destination and the correct timezone rules.
- Choose ring-all, sequential, or AI-picks based on who should answer.
- Turn on a confirmation key so voicemail greetings do not count as a human answer.
- Use a brief whisper only when the recipient needs context before joining.
04
Keep moving
What comes next
After this block, use a staff member, plus an unanswered path that collects a message or creates a task.
05
Choose carefully
Avoid this when…
Use Forward to Agent when the conversation should move to another AI agent instead of a person.
Before you publish or activate: verify the current builder labels in Votel and test with dummy data. This independent guide describes the purpose and a safe setup approach; it does not replace Votel’s current product documentation or compliance advice.