Managers and call transfers

How it works

Your AI host takes every order. When a caller asks for a person for something else, like catering, a manager or a special request, the call goes to the manager on shift.

You can add up to 3 managers, each with their own shifts. Their numbers stay private: the AI never says them, and each manager only gets calls during their shift.

Add your managers

1. Open Phone number > Managers who take transferred calls.
2. Click Add manager and write their name and cell phone.
3. Choose the days and the hours of their shift. Add more shifts if they work different hours on different days. Shifts can end after midnight.
4. Click Save, then Test call: Callonia calls that phone with a short message.

Use a cell phone or a second line, never your restaurant’s main number.

What the manager hears

Before the call is connected, the manager hears who is calling and why, for example: “Call from Kera’s AI host. A customer would like to talk about: catering for 40. Press 1 to take the call.” The customer’s number shows on their phone.

If two managers are on shift, both phones ring and the first to press 1 takes the call.

When nobody is available

If nobody is on shift, nobody answers, or nobody presses 1, the call goes back to the AI. It apologizes, takes a message and texts it right away to the manager on shift, or to the next one.

Messages only

Prefer that calls are never transferred? Turn off “Transfer calls to a manager”. The AI then always takes a message and texts it to the manager on shift.