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Configure call transfers and ring routing

Control who rings when a SAMI Bot hands a live call to a human, plus ring timeouts and fallback numbers.

Open in SAMI OS

When a SAMI Bot decides a live caller needs a person, you control exactly who rings, how long each ring lasts, and who picks up if no one answers. These settings live in the Transfer behavior section of each bot's editor.

Choose a default transfer behavior

Open SAMI Bots, open the bot you want to edit, and head to the Voice & transfer section. The Default behavior dropdown decides how every transfer from this bot is handled.

  1. Open the bot's Voice & transfer settings

    From SAMI Bots, open a bot and select the Voice & transfer section in the editor.

  2. Pick a default behavior

    Under Transfer behavior, choose either Route according to routing rules (recommended) or Always transfer to a specific number.

  3. Set an override (only if you chose a specific number)

    If you picked Always transfer to a specific number, enter the destination phone in E.164 format (for example, +13125551234). Every transfer from this bot goes straight there.

Routing rules pull the right people from your team automatically based on each lead's assignment and the rule that won them. Use the override only when you want one fixed line — like a single front desk — to catch every transfer.

Tune rule-based routing

When you leave the default on Route according to routing rules, a Routing details panel appears with three controls. These follow your existing phone routing rules and team availability.

  • Agent routing pattern decides who rings:
    • Assigned agent only rings the lead's assigned agent.
    • Simultaneous group rings everyone covered by the matched routing rule at once.
    • Assigned first, then group tries the assigned agent, then falls back to the routing rule's group.
  • Ring timeout (seconds) is how long each attempt rings before SAMI moves to the next one. The minimum is 5 seconds and the maximum is 300; 35 is a sensible default.
  • Fallback numbers are E.164 numbers rung only when nobody from the routing rule is available. Add a number, press Add, and it joins the list. Remove any number with the X beside it.

An agent only counts as available when they're toggled on for calls and inside their schedule. Set those on the Members page so transfers reach people who can actually answer.

Why these are per-bot

Transfer behavior, ring timeout, and fallback numbers are stored on each bot individually. That means your buyer-lead bot can ring one team while your listing bot rings another, each with its own timeout. Adjust them per bot in SAMI Bots so every line behaves the way that pipeline needs. Pair this with each bot's call script in the same editor to control both what SAMI says and where she sends the call.

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Last updated 2026-06-21

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