Warm transfers let your AI receptionist connect a caller to a real person on your team when the situation needs a human — without making the customer hang up and dial again.
When to use transfers
Use transfers for situations the AI shouldn't handle alone, such as:
- An urgent problem or property damage that needs the owner now
- Help with a service visit that is already scheduled or underway
- Billing or invoice questions
- Callers who specifically ask for the owner
For routine quotes, appointment requests, and general questions, it's usually better to let the AI capture the lead or take a message.
How to set up call transfers
1. Go to Settings > Receptionist > Call transfers.
2. Turn warm transfers on.
3. Add a transfer route (you can add up to 5).
4. For each route, set:
- Name — Who this route rings (for example, Owner, Office, or Billing)
- Phone number — The number Tinylawn should call
- When to transfer — The situations that should trigger this route
- Availability — When this number should ring
5. Save your changes.
You can start from templates like Urgent issue, Active visit, Billing, or Ask for owner, then edit them to match your business.
What happens during a transfer
1. The AI recognizes that the call matches one of your transfer rules.
2. It connects the caller to the matching phone number.
3. You or your teammate can take over the conversation.
If nobody answers, the AI can continue helping — for example by taking a message — so the caller isn't left stranded.
Tips
- Keep transfer rules specific so routine calls still get handled automatically.
- Set availability windows so transfers only ring when someone can actually answer.
- Use different routes for Owner vs Office vs Billing if different people handle those requests.
- Test with a real call after setup to confirm the right number rings.