Types of Forwarding

Live Call Forwarding

For calls during business hours when customers need immediate human assistance.

When it activates:

Customer asks to speak with someone
Customer says “I need a person” or similar
AI agent determines the request is too complex
Customer expresses frustration

How it works:

Customer makes request
AI agent recognizes need for human
Call is transferred to your number
You answer and continue the conversation

Emergency Call Forwarding

For urgent calls outside business hours.

When it activates:

Customer mentions “emergency”
After-hours urgent requests
Critical situations requiring immediate attention

How it works:

Customer indicates emergency
AI agent immediately transfers
Emergency contact receives call
No delay or screening

Setup

Configure Live Forwarding

Go to Call Forwarding in the app
Select “Live Forwarding” tab
Enable “Live Call Forwarding”
Enter your phone number
Choose forwarding method:
- Call: Transfer the call directly
- Text: Send SMS notification
Click Save

Configure Emergency Forwarding

Go to Call Forwarding
Select “Emergency” tab
Enable “Emergency Call Forwarding”
Enter emergency contact number
Choose forwarding method:
- Call: Transfer immediately
- Text: Send urgent SMS
Click Save

Forwarding Methods

Call Transfer

Direct transfer:

Call is connected to your phone
You speak directly with customer
Seamless handoff from AI agent
Customer doesn’t need to call back

Pros:

Immediate customer service
No delay
Personal touch

Cons:

Must be available to answer
Interrupts your current activity

SMS Notification

Text message alert:

You receive SMS with caller details
Includes phone number and reason for call
You can call back when convenient
Customer receives callback promise

Pros:

Less disruptive
Call back on your schedule
Review details before calling

Cons:

Customer must wait for callback
Slight delay in service

Phone Number Format

Enter phone numbers in any format:

(555) 123-4567
555-123-4567
5551234567

System automatically formats and validates.

Requirements:

Must be 10 digits (US/Canada)
Must be a valid phone number
Must be able to receive calls/texts

When Forwarding Happens

Customer Requests

Common phrases that trigger forwarding:

“I need to speak with someone”
“Can I talk to a person?”
“Let me speak to your manager”
“This is too complicated”
“I need help from a human”

Complex Situations

AI agent forwards when:

Question is outside its knowledge
Customer needs detailed technical help
Situation requires judgment call
Multiple failed attempts to help

Emergency Keywords

Words that trigger emergency forwarding:

“Emergency”
“Urgent”
“Critical”
“Immediate”
“Right now”

Best Practices

Set Realistic Expectations

In your agent training, mention:

If you need immediate assistance, I can transfer you 
to our team. We're available Monday-Friday, 9am-5pm.

Have Backup Numbers

Configure multiple forwarding numbers:

Primary: Your main phone
Secondary: Office manager
Emergency: On-call technician

Test Regularly

Call your TawkBase number
Say “I need to speak with someone”
Verify forwarding works
Check SMS notifications arrive
Test emergency forwarding separately

Monitor Forwarding Usage

Review in Call History:

How many calls are forwarded
Why they’re forwarded
Time of day patterns
Common reasons

High forwarding rate?

May need more agent training
Add missing information
Clarify complex topics
Expand FAQ coverage

Forwarding During Business Hours

Standard Hours

Set your business hours in Business Information:

Monday-Friday: 9am-6pm
Saturday: 10am-4pm
Sunday: Closed

During hours:

Live forwarding is active
Calls can be transferred
You’re expected to be available

After hours:

Emergency forwarding only
Regular calls go to voicemail
Or handled entirely by AI agent

Holiday Hours

Update hours for holidays:

Go to Business Information
Add holiday schedule
Agent informs callers of holiday hours
Forwarding adjusted automatically

Voicemail Integration

If you don’t answer a forwarded call:

Default behavior:

Call goes to your voicemail
Customer leaves message
You receive voicemail notification

Better approach:

Set up voicemail greeting mentioning callback
Return calls promptly
Consider SMS forwarding instead

Cost Considerations

Forwarding Costs

TawkBase charges:

No additional charge for forwarding
Only charged for AI agent time before transfer
Transfer time not billed

Your phone carrier:

May charge for incoming calls
Check your phone plan
Consider unlimited plans

Reducing Forwarding

To minimize forwarded calls:

Improve agent training:
- Add more FAQs
- Expand service descriptions
- Include pricing details
Enable self-service:
- Appointment booking
- Company directory
- Automated information
Set clear expectations:
- Mention callback times
- Explain what agent can handle
- Provide alternative contact methods