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Attempt to Handle vs Collect Call Purpose

Both of these options serve a similar but different purpose:
  • Attempt Handling First: This is a soft transfer block where Cara tries to divert the customer from transferring to handle the service request, but the customer can override Cara and say they want a transfer anyways.
  • Collect Call Purpose: This is a hard transfer block where Cara will not transfer unless the caller discloses what the purpose of their call is. Once the caller discloses it then Cara will immediately attempt a transfer. Typically this is important for a warm transfer where you want Cara to give you a summary of the caller before a call is transferred.
Both of these can be turned on to help screen calls more effectively.

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Warm vs Cold Transfer

Warm Transfers will enable several features:
  • Human detection: Once a call connects, Cara will say “Hello.” and listen for a response. If Cara detects a human then the two-way call summary will be triggerd; if Cara does not detect a human within 10-20 seconds, such as with a pre-recorded message or voicemail, then Cara will say a call has failed.
  • Two-Way Call Summary: Cara will provide a short 2-3 sentence summary of the caller and what they are looking for only between the agent and Cara. Immediately after Cara delivers the summary the caller will be put on the line.
Pre-Recorded Pickup Messages: If you have an automated recording longer than 9 seconds then you may need to select the Cold Transfer option as Cara may hear your recording and assume it is a voicemail.
Cold Transfers will immediately transfer the caller as soon as the line connects and will not provide additional clarification or summary.
Transfer number: Cold Transfers will show the caller’s number as Cara originally received it, while Warm Transfers will show Cara’s AI number upon transfer.

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Fallback Count

If you have more than two numbers it is suggested to increase the Fallback Count to at least 2 from the default of 0. This will allow Cara to retry multiple numbers sequentially to connect a caller if the first transfer attempt fails (no one picks up). When selecting a another number to try, Cara will attempt to perform a best match based on who the caller requested and what they are calling about. Even if the desired person is unavailable, then Cara may pick someone in the same or similar department to handle the client request.
  • 0 = Only one number tried
  • 2 = Up to two numbers attempted sequentially
  • 3 = Up to three numbers attempted sequentially
Adding a clear fallback number like a generic customer service line and labelling it as the preferred fallback in the Transfer Criteria will make sure Cara prefers that number if someone is not available on the initial attempt.

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Transfer Directory

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Name / Department

Cara will reference this information when choosing who to transfer to; thus, you should include the individual’s full name, nickname, and any relevant department/function. If you add the appropriate department then Cara can choose who to contact based on the department or function name (like “Personal Lines Servicing”) if the caller doesn’t know someone’s name.
Inifinite Transfer Loop: If you allow Cara to transfer out to a number that also transfers in to Cara, then Cara may transfer to another Cara infinitely. Warm Transfers will typically identify Cara is transferring to Cara and not allow the customer to get stuck in a loop, but Cold Transfers are very susceptible to the inifinite transfer loop when setup this way.

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Transfer Criteria

The transfer criteria gives Cara additional context on how to route calls more intelligently. For example, you can reference a claim phone number more distinctly:
Transfer all claims and notices of loss to this number regardless of who the caller asked to talk with.
Also, you can add more clarification on a fallback number:
Transfer to this number if the initial transfer failed
Importantly, you can also add a clarification in naming if Cara has trouble understanding an individual’s name. For example, if Cara hears the client wants to transfer to Sally but it is actually for Sue and Cara mishears that name, then you can add to the criteria under Sue’s number:
Transfer any requests for Sally to this number