Not every matter can be resolved fully automatically. With employee transfer, anny AI can transfer calls specifically to the right person on your team. You determine which employees are reachable and at what times transfers are allowed.
Requirements
anny AI is activated and configured.
At least one employee is stored with a phone number and responsibility.
The "Employee transfer" tool is activated in the assistant.
Phone hours (availability times) are configured.
How to set up employee transfer
Step 1: storing employees
Navigate to Organization Settings > anny AI > Configure.
Open the Employees section in the left menu.
Click on Add Employee.
Store the following information for each employee:
Name
Phone number (under which the person is reachable)
Department or area of responsibility (e.g., "Accounting", "Appointment scheduling")
Role and, if applicable, special rules (e.g., "Only for inquiries about invoices")
Note: The stored information about department and responsibility helps anny AI forward calls to the right person. The more precisely you describe the responsibilities, the better the assistant can decide.
Step 2: activating the transfer tool in the assistant
Navigate to Organization Settings > anny AI > Configure.
Open Assistants in the left menu and select your assistant.
Switch to the Tools tab.
Add the Employee transfer tool.
Activate the employees who should be available for transfer.
Save the setting.
Important: If the "Employee transfer" tool has not been added to the assistant, it cannot transfer any calls – even if employees are stored. Furthermore, the same number from which calls are forwarded to anny AI cannot be used.
Step 3: configuring phone hours
The phone hours determine at what times anny AI is allowed to forward calls to employees.
Navigate to Organization Settings > anny AI > Configure.
Open the Company section in the left menu.
Store the phone hours (availability times) there.
Important: The times stored here refer exclusively to the availability of employees for transfers – they have nothing to do with the availability of your resources or booking options.
Outside the set phone hours, anny AI informs the caller that no one is personally available at the moment and offers alternative help (e.g., booking, FAQ answering).
After setup, anny AI can forward calls in a targeted manner:
When a caller wishes for a personal conversation, anny AI forwards to the appropriate person.
The assistant selects the employee based on the matter and the stored responsibilities.
Forwarding only takes place within the configured phone hours.
Common Errors
Problem: anny AI does not offer a transfer.
The "Employee transfer" tool was not activated in the assistant. To resolve this, go to Configure > Assistants > Tools and add the tool.
Problem: A transfer is offered, but no one's phone rings.
The employees' phone numbers are not stored correctly, or the phone hours have expired. Check the numbers in the "Employees" section and the phone hours in the "Company" section.
Problem: anny AI always forwards to the same employee.
Only one employee is activated, or the responsibilities are not stored in a differentiated way. Store a clear department and responsibility for each employee.