When nobody answers a transfer

When Bonnie tries to transfer a call and nobody picks up, she does not just end the call. You decide what she does instead. This page explains the options and how to set them up.

You do not have to figure this out alone. Our team can set the fallback up for you, just ask, and Sophie, the chat in the corner, can help if you get stuck.

Why this matters

If Bonnie tries to transfer and reaches voicemail, or nobody answers at all, the caller is left without help unless you have a fallback in place. Getting this right means no caller ever walks away empty-handed, even on your busiest day or a day you are closed.

What Bonnie does when a transfer fails

You set an Unavailable message on every transfer rule. This is what Bonnie says when nobody picks up, for example: "I cannot reach anyone right now. Can I take a message, or would you like me to send you our email address by WhatsApp?"

From there you have three fallback options you can combine.

Option 1: Unavailable message only

Bonnie tells the caller nobody is available and offers an alternative you have set in your post-call instructions (for example sending a contact email by WhatsApp or pointing to your website). This is the default. Set the exact wording in the Unavailable message field on your transfer rule.

Option 2: Callback request

Bonnie offers to note down the caller's number so you can call back. The request appears as a conversation in your dashboard and can trigger an email notification. Add an instruction to your main prompt such as: "If a transfer fails and nobody answers, offer the caller a callback. If they agree, confirm the number and end the call with a promise to call back as soon as possible." Then set up an email notification for these calls. See Email notifications.

Option 3: Send details by WhatsApp

Bonnie sends the caller a WhatsApp with a contact email, a booking link, or other details so they can still reach you without waiting. Set this up in your post-call prompt, for example: "If a transfer to the restaurant fails, send the caller a WhatsApp with our email address and booking link." See WhatsApp & messages.

Closed message versus Unavailable message

Message	When it plays
Closed message	Outside the transfer hours you set, or on a blocked date.
Unavailable message	Inside transfer hours, but nobody picked up.

Write them differently. The Closed message explains you are closed and when to call back. The Unavailable message offers an immediate alternative (callback, WhatsApp, email).

Common mistake: voicemail on the transfer number

If voicemail is on for the number Bonnie transfers to, Bonnie thinks the call was answered the moment voicemail picks up. The caller ends up speaking to voicemail, not a person, and Bonnie does not try any fallback.

Fix: turn off voicemail on every number you use as a transfer destination. If the line just rings unanswered, Bonnie correctly sees the transfer as failed and plays your Unavailable message. See Voicemail: the one thing to turn off.