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Overview

Transfer Destinations let Avoca forward a call to a phone number you provide (for example, a direct line to CSRs or the main office line). This is not customer-facing yet, but it is on the roadmap.

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How transferring works

Transferring is configurable on Avoca’s side and can be set up to trigger based on what the caller asks for, such as:
  • Asking for a live representative
  • Requesting a service that should be handled by a person
  • Commercial properties in some cases, where the caller may prefer speaking with a live representative

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What happens after a transfer

Once a call is transferred to your live representative:
  • Avoca no longer controls the call.
  • Avoca will not have access to the call recording or transcript for the portion of the call after the transfer.

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How to tell if a call was transferred

You can confirm a transfer in two places:
  1. Avoca dashboard → Calls: Scroll/slide to the right to find the Transferred section. This will show the phone number the call was transferred to.
  2. Inside the call details: At the bottom of the call, you will see “assistant forwarded call.”
Last modified on February 19, 2026