Warm transfers require an escalation number to be configured. Without one the AI has nowhere to send the call when a caller asks for a human or the conversation needs to escalate.
Configure your escalation number
- 1Open Receptionist Settings → Configuration and scroll to the Escalation Number field.
- 2Enter a real, active phone number — this is where calls will be transferred when the AI escalates.
- 3Open AI Settings and review the escalation rules so the AI knows *when* to transfer (e.g. when a caller says 'I want to speak to a human').
Use a real, active phone number — not a placeholder. Transfers to a number that doesn't ring will drop the call entirely.
Open in dashboard
Was this article helpful?
Your feedback helps us improve our docs.
Related articles
My AI receptionist is not answering calls
If calls aren't being picked up, it's almost always one of three things: receptionist is inactive, the phone number isn't connected, or business hours are misconfigured.
My AI receptionist is giving callers incorrect information
The AI answers based on what it has been trained on. Wrong answers usually mean your knowledge base needs updating.
Call recordings or transcripts are missing
Recordings and transcripts are generated after the call ends and can take up to two minutes to appear in your Call Logs.