Transfer callers with the whole story.
When a caller asks for a person, or the agent detects a high-value or upset caller, the human agent’s screen shows the transcript, project details, and booking notes before they say hello. After hours the agent takes the message and books the appointment itself, 24/7.
Transferred to Dana R. · transcript, project details, and booking notes attached
Dana’s screen on connect
- Caller
- Tom Alvarez · 118 Birch Ct
- Project
- Full siding, about 2,400 sq ft
- Insurance
- Claim open, 2 sides approved
- Offer
- Spring siding promotion
- Reason
- Asked for a person
7%+
Set-rate lift
<30s
Speed to lead
24/7
Answering and booking
See how it works.
- 1
Detect the moment.
A caller asks for a person, mentions an open insurance claim, a large project, or a complaint, and the agent flags it from your escalation rules.
- 2
Transfer with the context.
The call goes to the right queue with the transcript, the project details, and the booking notes attached. The human agent sees them on screen as the call connects.
- 3
Cover the gaps.
After hours the agent takes the message and books the appointment itself. During overflow it answers, qualifies, and books, so no caller waits for a callback.
Run the whole workflow.
- Transfers the moment a caller asks for a person.
- Detects high-value projects, open insurance claims, and upset callers from your escalation rules and routes them to a human agent.
- Attaches the transcript, project details, and booking notes to the transfer so the homeowner never repeats themselves.
- Shows that context on the human agent’s existing screen, including Salesforce and Five9.
- Takes the message and books the appointment after hours, then writes both to the CRM.
- Covers overflow when every human agent is on a call, and qualifies and books the caller on the spot.
- Routes by queue and business hours, with a booked appointment or a logged message as the fallback when no human is free.
- Records and scores both the agent portion and the human portion, so QA covers the whole call.
Book straight into your CRM.
Live availability is read from the system you already run, and the appointment, transcript, notes, and lead source write back to the same record on the same call.
- improveit 360
- LeadPerfection
- MarketSharp
- AccuLynx
- JobNimbus
- Salesforce
- HubSpot
- ServiceTitan
Keep the conversation working after the call.
Handing a caller to a human with context is a standard feature across the category, and the Craft transfer meets that standard with the transcript, project details, and booking notes on the agent’s screen. The same platform then coaches that human agent live on the call they just received, records and coaches the in-home visit, scores the lead and assigns the rep most likely to win it, and follows up on the unsold estimate using what the homeowner said. The transfer is the first of many handoffs the platform carries context across.
FAQs
When does the agent transfer a call to a human?
Any time the caller asks for a person, and whenever your escalation rules fire: a high-value project, an open insurance claim, a complaint, or a repeat caller. The rules are set with you during implementation and can vary by hour and by queue.
What does the human agent see when the call arrives?
The transcript so far, the project details the agent captured, and the booking notes, on the screen the agent already uses. The homeowner never repeats what they already said.
What happens after hours when nobody can take the transfer?
The agent takes a message, books the appointment itself against live availability, and writes both to the CRM. A summary reaches the right person before the next shift starts.
Does it handle overflow during business hours?
Yes. When every human agent is on a call, the agent answers the next one, qualifies, and books. Callers who need a human are queued for a warm transfer with context as soon as an agent is free.
Does the transfer work with my phone system?
Craft transfers into common contact center and business phone systems, including Five9 and RingCentral, and writes the outcome to your CRM. Your phone setup is mapped during implementation.
Is the transferred call still recorded and scored?
Yes. The agent portion and the human portion are both recorded and scored against your process, so QA and coaching cover the whole conversation.
What does it cost?
Starts at $999 per month, usage-based. Pricing scales with call volume, and a walkthrough covers the number that fits your call count and CRM.