Set up warm transfers to your intake team

Choose which calls need a live handoff

Describe the situations that should reach a person during the call. Examples for discussion include a caller asking for your intake team or a firm-approved escalation. ClaireAI follows configured instructions; it does not decide legal urgency or whether your firm should accept a matter.

Confirm destinations and availability

1. Provide the approved receiving number or team for each call path.
2. Document staffed hours and the person responsible for keeping contact details current.
3. Confirm the supported destination order, ring duration and transfer behavior during setup.
4. Choose the next step if nobody answers, the line is busy or the transfer fails.

Approve the transfer introduction

Specify the minimum information the recipient needs to continue the conversation. The caller’s preferred name, callback number and reason for contacting the firm may be enough. Your firm decides what can be shared and whether any sensitive details must stay out of the introduction.

Test the receiving end

• Answered: can the team hear the caller and receive the approved introduction?
• Unanswered: does the call follow the agreed fallback without leaving the caller waiting indefinitely?
• Outside staffed hours: does the route use the intended schedule?
• Caller disconnects: is the available record sufficient for the assigned team member to review?

Record the expected behavior and resolve differences with the ClaireAI team before using the route for live calls. A configured transfer cannot guarantee that a recipient will answer.

Coordinate the transfer plan with your after-hours routing.