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Set transfer rules for Maya

Transfer rules tell Maya when to stop handling a call herself and hand it off to a live person. This article covers the always-on safety rules that cannot be disabled, the optional built-in rules, and how to add your own custom keyword-triggered rules. Transfer rules are in the Transfer rules section of AI CSR → Settings (/receptionist/settings#transfer-rules).

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Before you start

  • You need Admin access in Servinix.
  • Use a desktop browser.
  • Have the phone numbers or team member names for your transfer destinations ready.

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Always-on safety rule

One rule cannot be turned off: Always transfer if the caller asks for a human — This is a required safety rule. If a caller says they want to speak to a person, Maya always complies. The checkbox is visible but locked (read-only).

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Optional built-in rules

Two additional rules are on by default and can be toggled off:
RuleDefaultNotes
Always transfer after business hoursOnTransfers calls received outside your configured business hours.
Always transfer if caller is an existing customer with an active jobOnMatches the caller’s number against customer records and active job status.
An additional toggle, SMS me on every missed or transferred call, sends an SMS notification to your account’s default number whenever Maya transfers or misses a call.

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Add a custom transfer rule

Custom rules let you trigger a transfer based on specific words or phrases the caller uses. You can have up to 10 custom rules (shown as CUSTOM RULES (x OF 10)).
  1. Go to AI CSR → Settings and scroll to Transfer rules.
  2. Click Add rule.
  3. In the When caller says field, enter the keyword or phrase that should trigger the transfer (for example: “emergency”, “no heat”, “warranty”).
  4. In the Transfer to field, select or enter the destination:
    • A team member by name (for example: Sarah Park — Dispatcher)
    • A direct phone number (for example: +1-510-555-0199)
    • SMS followed by a number, to send an SMS instead of transferring the call
  5. The rule saves automatically.
Repeat for each custom scenario. Rules are evaluated in the order they appear.

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Result / verify

Place a test call and say the keyword phrase you configured. Maya should immediately hand off the call to the destination you specified. If the transfer does not trigger, check that the keyword matches the caller’s phrasing closely — Maya matches on the words you entered, not on similar phrases.

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Troubleshooting

Calls not transferring as expected — Verify the destination number is correct and reachable. Check that the always-on safety rules cover your scenario before adding a custom rule — redundant rules are not harmful but are unnecessary. Reaching the 10-rule limit — Review existing rules and consolidate where possible. You can edit the When caller says field to include a more general phrase that covers multiple scenarios.