Transfers & working schedule

You decide when Bonnie hands a call to a person, and when Bonnie picks up versus your own team. Both live on the Telephony tab of your assistant.

How transfers work

You set the reasons Bonnie may transfer (for example "complaint", "supplier", "group booking"). For each rule you set a number to ring and the hours it applies. Bonnie always asks the reason before transferring.

Change whether Bonnie offers a transfer or an email

There are two separate things here, set in two different places:

• Whether and when Bonnie offers it in the conversation lives in your main prompt (the Tasks tab), not in the post-call instructions. Find the topic in the prompt and add the context you want, for example "offer to share the email address after the call" or "offer to transfer the caller to the team". The main prompt is what decides how Bonnie behaves during the call.
• The transfer flow itself (which reasons are allowed, the number to ring, the hours) lives on the Telephony tab. Open your transfer rule with the pencil icon to add or remove transfer reasons. The steps below cover this.

Set up a transfer rule

1. In the dashboard, go to Assistants and click your assistant.
2. Open the Telephony tab.
3. At Transfer flows, turn the toggle on.
4. Click Add rule and fill in:
5. Transfer reasons: type each reason a call may be transferred for, pressing Enter after each.
6. Phone number: the number to ring.
7. Closed message: what Bonnie says when you are closed (for example "We are closed now, please call back tomorrow from 10").
8. Unavailable message: what Bonnie says when nobody picks up (for example "I cannot reach anyone right now, can I take a message?").
9. Availability: click the days and set the times transfers are allowed.
10. Blocked dates: specific days when Bonnie should not transfer.
11. Click Save.

Tip: set availability to all 7 days if you are sometimes open on holidays. On real closing days nobody picks up and the unavailable message covers it.

Change your transfer hours

Your transfer hours decide when Bonnie is allowed to put a call through. They are separate from your opening hours, so when your opening hours change you need to update these too, or Bonnie will report you as open but refuse to transfer. If you would rather we do it, just ask, and Sophie, the chat in the corner, can help.

1. On the Telephony tab, open Transfer flows and click the rule.
2. Scroll to Availability.
3. To extend or change a day, click that day and set the new start and end time.
4. To add a day, click the day so it turns on, then set its hours.
5. To remove a day, click it so it turns off. Bonnie then uses the closed message on that day.
6. Click Save.

You can set different hours per day. For example:

Day	Transfer allowed
Monday	Closed
Tuesday to Thursday	12:00 to 22:00
Friday and Saturday	12:00 to 23:00
Sunday	16:00 to 22:00

If different reasons should reach different people at different times, add multiple rules, each with its own number and availability.

There is no one-off "transfer just for tonight" override. For a single late evening, extend that weekday's hours and set them back afterwards, or ask us to handle it.

Block transfers on a specific date

1. On the Telephony tab, open Transfer flows.
2. Click the rule you want to change.
3. Scroll to Blocked dates and click Add date.
4. Pick the date and click Save.

On that date Bonnie uses the closed message instead of transferring.

Working schedule: who answers first

The working schedule decides whether the phone rings at your venue first or goes straight to Bonnie.

1. On the Telephony tab, scroll to Working schedule and click Add rule.
2. Choose the mode:
3. Client first: your phone rings first. If you do not pick up within the wait time, Bonnie takes over.
4. Client only: the call goes straight to your number, Bonnie does nothing.
5. Enter the transfer number.
6. Set the wait time (Client first only, 1 to 60 seconds).
7. Pick the days and times, or choose a one-off date range.
8. Click Save.

Common issues

• Transfers do not work on a holiday: the schedule runs on fixed weekdays. If you open on a holiday that is normally a closing day, turn all 7 days on.
• Caller is transferred but hears nothing: your own phone system (PBX or IVR) may have a queue timeout that cuts callers off. Check your phone system settings. See Troubleshooting.