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Perfect for businesses with multiple team members who need to receive calls directly.

Setup

Enable Directory

  1. Go to Company Directory in the app
  2. Toggle “Enable Company Directory” ON
  3. Your AI agent can now transfer calls to team members

Add Team Members

  1. Click “Add Member”
  2. Fill in details:
    • Name: Full name (e.g., “Sarah Johnson”)
    • Phone: 10-digit phone number
    • Extension: 3-4 digit number (e.g., “101”)
  3. Click Save

Example entries:

Name: Sarah Johnson
Phone: (555) 123-4567
Extension: 101

Name: Mike Chen
Phone: (555) 123-4568
Extension: 102

Name: Lisa Martinez
Phone: (555) 123-4569
Extension: 103

How It Works

Dial by Name

Customer says:

  • “I need to speak with Sarah”
  • “Transfer me to Mike Chen”
  • “Can I talk to Lisa?”

AI agent:

  1. Searches directory for matching name
  2. Confirms: “Transferring you to Sarah Johnson”
  3. Connects call to Sarah’s phone number

Dial by Extension

Customer says:

  • “Extension 101”
  • “Dial 102”
  • “Transfer to extension 103”

AI agent:

  1. Looks up extension
  2. Confirms: “Connecting you to extension 101”
  3. Transfers call immediately

Fuzzy Matching

AI agent understands variations:

  • “Sarah” matches “Sarah Johnson”
  • “Mike” matches “Michael Chen”
  • “Lisa” matches “Lisa Martinez”

If multiple matches:

  • Agent asks for clarification
  • Lists matching names
  • Customer selects correct person

Managing Directory

Edit Team Member

  1. Find the team member in the list
  2. Click Edit (pencil icon)
  3. Update information
  4. Click Save

Remove Team Member

  1. Find the team member
  2. Click Delete (trash icon)
  3. Confirm removal
  4. Member removed from directory

Reorder Members

Members are listed alphabetically by name automatically.

Extension Best Practices

Numbering Scheme

Sequential:

101 - Reception
102 - Sales
103 - Support
104 - Billing

Department-based:

100-199: Sales team
200-299: Support team
300-399: Management

Location-based:

1XX: Main office
2XX: Downtown location
3XX: Westside location

Keep It Simple

  • Use 3-digit extensions (100-999)
  • Avoid confusing numbers (111, 000)
  • Make them easy to remember
  • Document for team reference

Phone Number Format

Enter numbers in any format:

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

System automatically formats.

Requirements:

  • 10 digits (US/Canada)
  • Valid phone number
  • Can receive calls

Advanced Features

Department Groups

Organize team members by department:

Sales Team:

Sarah Johnson - Ext 101
Mike Chen - Ext 102

Support Team:

Lisa Martinez - Ext 201
Tom Wilson - Ext 202

Customers can say:

  • “Transfer me to sales”
  • “I need support”

Agent routes to appropriate department.

Availability Status

Coming soon: Set availability status

  • Available
  • Busy
  • Out of office
  • Do not disturb

Agent will check status before transferring.

Call Flow Examples

Successful Transfer

Customer: "I need to speak with Sarah"
Agent: "I'll transfer you to Sarah Johnson"
[Call connects to Sarah's phone]
Sarah: "This is Sarah, how can I help?"

Name Not Found

Customer: "Transfer me to Bob"
Agent: "I don't have a Bob in the directory. 
        Can you provide their last name or extension?"
Customer: "Bob Smith"
Agent: "I still don't find Bob Smith. 
        Would you like me to transfer you to reception?"

Multiple Matches

Customer: "I need Mike"
Agent: "I have two Mikes in the directory:
        Mike Chen in Sales (extension 102)
        Mike Rodriguez in Support (extension 201)
        Which one would you like?"
Customer: "Mike in sales"
Agent: "Transferring you to Mike Chen"

Extension Dial

Customer: "Extension 101"
Agent: "Connecting you to extension 101"
[Call transfers immediately]

Integration with Call Forwarding

Directory works alongside call forwarding:

Priority order:

  1. Specific person requested → Directory transfer
  2. General help needed → Live forwarding
  3. Emergency → Emergency forwarding

Example:

"I need Sarah" → Directory (to Sarah's number)
"I need help" → Live forwarding (to main number)
"This is an emergency" → Emergency forwarding

Troubleshooting

Transfers Not Working

Check directory settings:

  1. Verify directory is enabled
  2. Confirm member exists
  3. Check phone number is correct

Test the number:

  1. Call the team member’s number directly
  2. Verify it rings
  3. Check for call blocking

Wrong Person Receiving Calls

  1. Review directory entries
  2. Check for duplicate names
  3. Verify phone numbers
  4. Update as needed

Customer Can’t Reach Anyone

Common causes:

  • Team member’s phone is off
  • Number is incorrect
  • Call blocking enabled
  • Network issues

Solutions:

  1. Verify all phone numbers
  2. Test each extension
  3. Add backup numbers
  4. Enable voicemail

Best Practices

Keep Directory Updated

  • Add new team members immediately
  • Remove departed employees
  • Update phone numbers when changed
  • Review quarterly for accuracy

Train Your Team

Ensure team members:

  • Know their extension number
  • Expect transferred calls
  • Answer professionally
  • Know how to handle transfers

Set Expectations

In your agent training, mention:

I can transfer you to any of our team members. 
Just let me know who you'd like to speak with, 
or you can dial their extension directly.

Monitor Usage

Review in Call History:

  • Which team members receive most calls
  • Common transfer requests
  • Failed transfer attempts
  • Peak transfer times

Privacy & Security

Data Protection

  • Phone numbers are encrypted
  • Only visible to account admins
  • Not shared externally
  • Deleted when member removed

Caller ID

When calls are transferred:

  • Original caller’s number is shown
  • Team member sees who’s calling
  • Can screen calls if needed

Recording

Directory transfers:

  • Not recorded by TawkBase
  • Follow team member’s phone settings
  • Check local recording laws

Pricing

Directory Costs

  • Included in all plans
  • No per-member fees
  • Unlimited directory entries
  • No transfer charges

Call Costs

  • Only AI agent time is billed
  • Transfer time not charged
  • Team member’s phone plan may apply

Use Cases

Medical Office

Dr. Smith - Ext 101
Dr. Jones - Ext 102
Nurse Station - Ext 201
Billing - Ext 301

Patients can reach their specific doctor directly.

Law Firm

Attorney Johnson - Ext 101
Attorney Martinez - Ext 102
Paralegal Team - Ext 201
Reception - Ext 100

Clients reach their attorney without going through reception.

Service Business

Dispatch - Ext 100
Technician 1 - Ext 201
Technician 2 - Ext 202
Office Manager - Ext 301

Customers can reach specific technicians for follow-up.

Retail Store

Store Manager - Ext 100
Sales Floor - Ext 200
Customer Service - Ext 300
Warehouse - Ext 400

Vendors and customers reach the right department.

Need Help?

Next Steps