Documentation Index
Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
Use this file to discover all available pages before exploring further.
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.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
Pre-call transfer rules
Pre-call transfer rules allow Avoca to route calls to a specific destination before the AI conversation begins. Rules are evaluated in order and the first matching rule triggers the transfer. Available rule types include:| Rule type | Description |
|---|---|
| Customer type (residential/commercial) | Transfer based on the customer’s ServiceTitan customer type. |
| Caller phone match | Transfer when the caller’s phone number matches a configured list. |
| Call reason match | Transfer when the AI-detected call reason matches a configured list. |
| Customer tag match | Transfer callers who have specific customer tags in ServiceTitan. Select one or more tags, and any caller whose ServiceTitan profile contains a matching tag will be transferred to the configured destination. |
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.
How to tell if a call was transferred
You can confirm a transfer in two places:-
Avoca dashboard → Calls: Scroll/slide to the right to find the Transferred section. This will show the phone number the call was transferred to.
-
Inside the call details: At the bottom of the call, you will see “assistant forwarded call.”
