AI voice bot call transfer to a manager and calendar booking

A hot client is ready to buy right now, but the bot can only promise a callback, and an hour later the client is already talking to a competitor. AI voice bot call transfer solves this during the call itself. Other triggers book the client into a free time slot and don’t waste minutes on answering machines.

A trigger is a “hear a phrase, take an action” rule. Triggers are set up on the “Triggers” tab, and external services on the “Integrations” tab. Watch the two-minute video, and the step-by-step setup is below.

Why businesses need it

• Clinic or salon: on the word “schedule”, the bot loads free slots from Yclients, offers the two nearest ones and books the client. A complex question means a transfer to the administrator.
• Real estate: the bot transfers an interested client to a manager or books a viewing in Google Calendar. If someone asks not to be called again, the robot won’t call back before the set period.
• B2B calling: the bot presses “1” in the phone menu on its own and reaches a live person.
• Any sales team loses fewer clients during transfers: a hold recording at least 30 seconds long keeps the person on the line while the manager picks up.
• A company with several departments: the bot asks whether the client needs sales or support and connects them to the right one straight away. The client isn't passed from number to number, and salespeople don't spend time on service questions.
• Experts and consultants: the bot books the client into a free slot in the specialist's Google Calendar and names the service and price. The meeting description holds the conversation summary, so the specialist comes to the meeting prepared.

How AI voice bot triggers work

A trigger fires during the call. The AI compares the latest lines of the robot and the client with the trigger’s keywords. If they match, it takes the action: transfers the call, presses buttons, ends the conversation or searches the database (search is covered in “AI voice bot knowledge base”). The trigger can also set the lead’s funnel step and move its “Stage date”. The “Stage date” is the date when the lead is taken into work again. This is how repeat calls are managed in outbound campaigns; the setup is described in “AI outbound calling bot”.

The “Integrations” tab is a set of wizards. They fill in the webhooks and triggers for a specific service, and you can fine-tune the result on the “Webhooks” and “Triggers” tabs.

How to set up call transfer from the bot to a manager

1. 1
   Write the phrase into the instruction

   After the client agrees, the robot says: “Okay, I’m transferring your call to a manager, please stay on the line.”
2. 2
   Turn on the trigger

   “Triggers” → “Transfer call to manager” → the checkbox in the header. The transfer funnel is created automatically.
3. 3
   Set the key phrase

   In “Keywords for transfer to a manager”, enter “transferring your call”. Don’t add words like “transfer me” or “put me through”: the transfer could start before the client agrees.
4. 4
   Select employees

   Tick them in “Select employees for call transfer”. In “Users”, they must have call reception set up and “In calls” turned on.
5. 5
   Add a melody

   The “Melody instead of the ring tone” is a recording in the bot’s voice that the client hears instead of ringing while the manager picks up. Path: “Melody instead of the ring tone” → “Generate a recording” → your own text or “Write with AI” → “Voice it” → “Apply”.
6. 6
   Save and test

   Click “Save” on the bottom bar, then “Test call”.

How to transfer calls to different departments

The “Transfer call to manager” trigger sends every call to a single project funnel with one list of employees. If sales, service and accounting need to get their own calls, route them through separate auto-funnels:

1. For each department, create an automated sales funnel with a “Connect an employee and the client” block, and tick that department’s employees in it. The quickest way is to copy the service funnel “Transfer call to manager”: in “Autofunnels”, click “…” → “Copy”, then “Rename” it, for example to “Transfer call to support”. The copy’s name must not contain “Transfer call to manager”: the account finds the shared transfer funnel by these words.
2. In the bot card, click “Add trigger”, choose “Stop the AI” in “Action after the trigger fires”, and name it after the department in “Trigger name”.
3. In “Keywords to end the call”, enter the robot’s phrase, such as “transferring you to the service department”, and in “Select an auto-funnel to launch”, pick that department’s funnel.

Write these phrases into the bot’s instruction, just as for a regular transfer. Once it hears the phrase, the AI goes quiet, and the department’s funnel takes over the call.

To have the bot ask where to connect the client, add two steps to the “Conversation plan”. The first: “Find out which department the client needs: sales or support.” The second: “Once the client agrees to the transfer, say exactly this: ‘Connecting you to the sales department’ or ‘Connecting you to the support department’.” The words “exactly this” and the quotes stop the AI from rephrasing: a changed phrase won’t match the keywords, and there will be no transfer. Paste a piece of the phrase into the department’s trigger exactly as the robot says it: “to the support department”. The departments’ keywords must not overlap. If “Transfer call to manager” has a generic “connecting”, it will fire on any department’s phrase, so replace it with “to the sales department”.

How the bot books clients in Yclients and Google Calendar

Click “Integrations” → “Add integration” to open the “Select integration” window:

• Yclients — sign in with your login and password, branches, a “Keyword” (“schedule” by default) and the booking form. At the end: “Open YCLIENTS” → “Connect” → “Register webhook” → “Done”. Bookings, rescheduling and cancellations go to Yclients. Conversation setup and booking tests are covered in “Yclients integration”.
• Google Calendar — “Sign in with Google”, calendars, the specialist’s name, working days and hours, meeting length → “Apply”. After the call, the meeting lands in the calendar.
• Busy slots by stage date — booking without an external service: the bot sees employees’ schedules and the time already taken in the CRM. In the wizard, tick the people you need in the “Employees” list, set each one’s “Working days”, hours, meeting length and breaks, optionally add services with a price using “Add a service”, and click “Apply”. “Writing to CRM” (its “Stage date” field) saves the time the client chose to the lead’s “Stage date”, so that slot is already taken for the next clients.
• Yandex Forms — the client’s answers go to your form after the call: “Sign in with Yandex” → “Link to the form” (the form must be published and open to everyone) → “Read the form” → “Create integration”. The wizard reads the form fields and fills in the link and prompts for you, and you can adjust them on the “Webhooks” tab.
• amoCRM and Bitrix24 — the data exchange is turned on in the CRM itself; the bot card has no wizard for them.

The “Connected” badge on an integration means the link works, and “Setting up” means the link hasn’t been filled in yet.

How to set up booking in Google Calendar

Calendar booking takes routine work off the administrator: the bot offers free time itself, books the client and puts the conversation summary into the meeting description. The Google Calendar wizard creates two webhooks. The load webhook “Google Calendar” passes the bot free slots for the coming days before the call, 10 days by default. The write webhook “Record to Google Calendar” creates the meeting once the client hangs up. What matters in the wizard:

• Tick only working calendars: the list shows the whole Google account, including holidays and birthdays. One calendar is one specialist.
• The bot says the “Specialist name” out loud. If a calendar is named after an email address, enter the first and last name.
• “Maximum meetings per day” closes the day once that many meetings are booked, 5 by default. “Minimum lead time before a meeting (hours)” prevents bookings sooner than that: with 24, booking starts no earlier than a day ahead.
• Services with prices — “Add a service”: the bot offers them as options and names the price.
• “Same settings for everyone” copies the first ticked calendar’s settings to the other ticked ones, except the name.

The service parameter writes the meeting title, by default the client’s name and the service, and the comment parameter writes the description, a short conversation summary. Their prompts are edited in “Webhooks” → “Write webhook”. Without a call, booking is checked by “Data write test” in “Training AI”: the request is sent for real, and the meeting appears in the calendar. If the schedule changes, open the integration card → “Change the calendars”, adjust the settings and click “Apply”: the link is rebuilt without signing in to Google again. A new calendar is pulled in by the “Refresh calendars” button, which asks you to sign in to Google. Full setup with testing and common errors is in “Google Calendar integration”.

How the bot fills in a Yandex Form after the call

A Yandex Form turns a call into a ready questionnaire. Take an advertising agency: the bot finds out the client’s budget, launch date and interest, and the specialist opens the answer in the form and calls back with a calculation already in hand. The wizard creates the write webhook “Record to Yandex Forms”: each form field becomes a parameter, and the phone number comes from the lead automatically. Parameter prompts are edited in “Webhooks” → “Write webhook”:

• The status parameter decides whether the answer is sent: with 1 it goes to the form, with 0 it doesn’t. Describe your success, for example: “If the client agreed to a call from a specialist, write 1; if they refused or reacted negatively, write 0. Answer strictly with a digit.”
• Text fields come with a placeholder prompt, so replace it: “Write the client’s name”, “Briefly summarize the conversation”.
• A yes/no field expects true or false, a number field only digits, and a date field the YYYY-MM-DD format. Replace the dots in the ready prompts with your condition: “If the client is a target client, write true.”
• For a list, the wizard has already filled in the option numbers. Add what to assess: “Assess how warm the client is. If cold, write …”.

If the wizard says there is no access to the form, open Yandex Forms, switch from personal forms to business forms in the top-left corner and open access to the form. Sending is checked in “Training AI”: play out a conversation and click “Data write test”. An “AI answer” appears under each parameter, and "ok": true in “Response after the webhook write” means the answer is already in the form.

Service triggers: stop phrases, answering machine, silence

• “End of call” — farewell words. The robot hangs up when the conversation is over.
• “Phrase blacklist” — “don’t call me”, “delete my number”. The call ends, the lead gets a step such as “Refusal”, and the stage date is moved. 720 hours means 30 days without calls if the bot’s “Launch conditions” filter by stage date.
• “Answering machine” — a large ready-made list of answering machine and voice assistant phrases. The lead moves to the “Answering machine” step, with a callback in 3 hours by default.
• “Silence” — what to say if the client is silent. After two triggers in a row or ten per conversation, the call ends.
• “Press phone buttons (DTMF)” — tone dialing: a phone menu phrase and the buttons the bot will press: digits, * and #, up to 32 characters. If “Button presses are not set up” appears on save, fill in “Buttons to press” and “Phrases after which the bot presses the buttons” or turn off the trigger.
• “Stop the AI” — the bot goes quiet, and the selected auto-funnel takes over the call, or the call simply ends.

How the bot detects an answering machine and saves minutes

Answering machines are filtered out in several layers. Most of this protection is on from the start, and you set it up in “Settings” → “Speech recognition settings” and on the “Triggers” tab:

• Sound in the first seconds — the “Detect an answering machine in the first seconds of the call” checkbox.
• Silence — the call is dropped if the client stays silent for more than 14 seconds in the first answer.
• Key phrases — the “Answering machine” trigger and “Spam phrases”. A phrase from “Spam phrases” has to be heard the set number of times, 5 by default.
• Length limits — “Maximum number of AI replies after which the call ends automatically” (5 to 200, 60 by default) and “Maximum length of the whole call (sec)” (600 by default, that is 10 minutes). If the bot gets stuck talking to another robot, the call won’t eat up the budget.

“Call details” shows why the bot hung up: an icon with the end reason sits before the status of every bot call, and hovering over it shows its name. “Answering machine” means it was recognised by sound, “Answering machine (by branch)” means by key phrases, and “Silence / the client is silent” and “Dialog loop limit” mean the conversation didn’t work out. The “Antibot” status means an answering machine picked up instead of a person.

If a real client was dropped because of a key phrase, listen to the recording, find that phrase and delete it from the “Answering machine” trigger or from “Spam phrases”. “Number statistics” in the “Phone numbers” section shows the share of answering machines for each number, and the “Answering machine detection” line in “AI conversion analysis” shows how much recognising them cost. Other speech recognition settings are covered in “How to make an AI voice bot sound human”.

A voice assistant or receptionist answered like a person

Carriers' virtual receptionists and voice assistants sound lively and even ask questions, so the bot sometimes talks to them as if they were a client. What to do:

• Listen to the recording in “Call details” and write down the receptionist's phrases — for example, “I am a virtual assistant” or “what should I pass on”.
• Add them to the “Answering machine” trigger: a phrase and Enter, or paste the whole list. The factory list of 564 phrases is set when the trigger is created: bots created long ago may lack the newer phrases, and there is no button to restore the factory list.
• Add the phrase the receptionist repeats in a loop to “Spam phrases” and, if needed, lower “How many spam-phrase repeats end the call” — 5 by default.
• Your budget is protected by the “Maximum number of AI replies…” and “Maximum length of the whole call (sec)” limits: even a long talk with a machine ends by itself.

The five AI checks that recognize an answering machine by sound even before any key phrases are covered in “Answering machine detection”.

Read also: AI voice bot knowledge base: price list, catalog and webhooks, AI voice bot CRM integration: call results and funnel step, AI outbound calling bot: call your contact list without wasting budget, Yclients integration