Transferring to a colleague
Some calls belong with a human. Transfer rules let you decide exactly when Cleo hands a caller to a colleague — by name, by topic and by time of day. If the colleague doesn't answer, Cleo offers to take a message.
Before you start: enable the Transfer calls capability on your assistant, and open
Voice settings → Appointments & transfers → Transfer rules.What the caller notices
Cleo simply announces the handover — "I'll transfer you to Jan" — and calls your colleague. As soon as they pick up, caller and colleague are talking. On no answer, Cleo comes back on the line and offers to take a message or callback request.
Setting up rules
1
Add a rule
Name the recipient (e.g. "Jan") and enter the target number in international notation:
+31612345678.2
Decide when the rule applies
Describe the condition in the If… field — for example "when someone asks about ongoing files" — and choose whether the rule applies always, only within opening hours or only outside them.
3
Pick the mode
Transfer only (no recording) hands the call over completely. Transfer & record keeps the recording and summary going after the handover too — see Recording transferred calls.
[ screenshot: Transfer rules with name, target number, condition and mode ]
Finding it back in the call history
Every transferred call sits in Settings → Phone → Call history with the outcome "transferred", including the summary of the part before the handover and who it was transferred to.
Common problems
Transferring doesn't work in my browser test
The "Transfer only" mode works on real phone calls only. Want to try it in a browser test? Use a rule with "Transfer & record".
The colleague doesn't answer and the caller is gone
On no answer Cleo always offers to take a message. Check the Call history or your inbox — the callback request with name and number is there.
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