> ## 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.

# Set up transferring

> Choose who Avoca sends a call to, and which calls go there.

[Set up transferring walkthrough](https://player.mux.com/OQwpLWEgRAU7v2MyEZv4Hpd54FiTfCKPV02wdXFBxSnA)

Sometimes a caller needs a real person. Transferring lets Avoca hand the call to your front desk, an on-call phone, or an answering service.

You set up two things:

* **Destinations:** the phone numbers Avoca can send a call to.
* **Reasons:** the kinds of calls that should go to a person, like a safety emergency or a caller who asks for someone.

Find them at **Business Info → Call Transfers**.

> [!NOTE]
>
> If you don't see **Call Transfers**, ask your Avoca team. You also need a role that can edit transfer destinations.

## Set it up

**1. Open Call Transfers**

Go to **Business Info → Call Transfers**. You'll see two tabs: **Destinations** and **Reasons**.

**2. Set up your reasons**

Open the **Reasons** tab and select **Set up call transfers**. Avoca always includes its built-in reasons, like a safety hazard, a caller who asks for a person, or an address outside your service area. Then pick any common reasons that fit your business, like billing questions or warranty questions. Select **Add** at the bottom when you're done.

**3. Add a destination**

Open the **Destinations** tab and select **Add destination**. Fill in:

* **Name:** something your team will recognize, like "Front Office".
* **Phone Number:** where the call goes. Add an **Extension** if you need one. For a number outside the US, start with **+** and the country code.
* **Transfer Message:** what the caller hears while the call transfers.
* **Additional guidance (optional):** anything Avoca should know when it picks this destination, like "Use this line after 5pm when billing is busy."

Select **Continue**.

**4. Choose which calls go here**

Tick the reasons that should send a caller to this number. You can search the list, or add your own reason at the top. Select **Continue**.

**5. Set the hours (optional)**

Turn on **Time-based routing** if this number only answers at certain times. Pick the days, set a **Start** and **End**, and select **Add Window**. Avoca only sends calls here during those times. Select **Save & close**.

**6. Make a test call**

Call your Avoca number, ask for a person, and check that the right phone rings. Then test again outside the hours you set.

> [!WARNING]
>
> Transfers send real calls to real phones. Double-check the number, the extension, and the hours before you go live. Saving doesn't prove the other phone will answer.

## More options

> **Advanced settings for a destination**
>
> Open **Advanced settings** in the destination to find:
>
> * **Warm transfer:** Avoca calls the person first, tells them who's on the line and why, then connects the caller.
> * **Text on transfer:** sends a text to this number when a transfer starts. It can arrive a moment after the phone starts ringing.
> * **Available on holidays:** turn off if this number shouldn't get calls on holidays.
> * **Default Destination:** where Avoca sends a call when no other destination is the clear choice. You can only have one. Turning it on takes it off the one that had it.
> * **Assistant Assignments:** limit this destination to certain assistants.
> * **Service area routing:** limit this destination to certain service areas.
> * **Post-call email recipients:** who gets the call summary after a transfer to this number.
> * **Break Glass destination:** the number Avoca dials during an outage. See [Set up Break Glass](https://help.avoca.ai/responder/break-glass.md).

> **Send calls to whoever is on call**
>
> If you use an on-call calendar, you may see an **On-call calendar** switch in the destination's **Advanced settings**. Turn it on to dial the person who's on call instead of a fixed number. A destination that uses the on-call calendar can't be your Default Destination. See [Set up your on-call calendar](https://help.avoca.ai/business-info/on-call-calendar.md).

> **I see a red diamond or a Conflict badge**
>
> That means one reason can reach more than one destination at the same time, so Avoca could pick either. To fix it:
>
> * Take the reason off the destination that shouldn't get it.
> * Make the reasons more specific, so each one means one thing.
> * Change the hours so only one destination is open for that reason at a time.
>
> On the **Destinations** tab, select **View Reasons Graph** to see which reasons and destinations overlap. Windows that touch, like one ending at 5:00 and the next starting at 5:00, count as overlapping.

> **A reason isn't linked to any destination**
>
> Avoca can't transfer that kind of call, so it takes a message instead. Open the reason on the **Reasons** tab and tick a destination.

> **Change or remove a reason**
>
> On the **Reasons** tab, select a reason to rename it or change where it goes. Your own reasons can be deleted. The built-in ones can't be deleted, because Avoca relies on them. If you removed one in the past, you'll see **Restore built-in reasons** at the top of the list.

> **Transfer a call before Avoca answers**
>
> Pre-call transfer rules send certain callers to a person before Avoca says a word. Find them at **Responder → Pre-call Transfer Rules**. Use narrow rules, because a broad one skips Avoca for calls it could have handled. See [Configure call transfers](https://help.avoca.ai/responder/transfers.md).