Adding Callers to Your Direct Transfer or Block List

Jessica Paxton Updated by Jessica Paxton

There are two ways to add individual callers to your direct transfer or blocked lists.

If you have several contacts to add to either the blocked or direct transfer list, that is no problem! You can upload a CSV; learn how to do that here.

Adding Numbers to your Blocked List

If there is a specific caller that you do not wish to speak to, you can block their phone number from reaching you and our receptionists. When anyone calls from that number in the future, they will receive a message letting them know they have been blocked. Once a caller has been blocked, you will not be charged for future calls from them (since they don't reach our receptionists).

You'll find this feature useful for:

  • Undesirable sales calls
  • Unwanted/rude callers
  • Unwanted referrals

Option 1: Via the call summary

  1. To block callers, click the "Always block this caller" link in the call summary.
  2. That is it; the phone number has been blocked.

Option 2: Via the online dashboard

  1. Log in to your online dashboard.
  2. Navigate to the "call handling" menu on the left side toolbar.
  3. Locate the section "Blocked Numbers" and click "add."
  4. Input the number(s) you wish to block and click "add."

Adding Numbers to your Direct Transfer List

If you have certain callers that you'd prefer to bypass our receptionists and be directly routed to your phone number, you can do this as well! When anyone with that number calls you in the future, they will bypass our receptionists and reach your primary phone directly. Once a caller has been added to your "direct transfer" list, you will not be charged for future calls from them (since they don't reach our receptionists).

You'll find this feature useful for:

  • Current important clients
  • Family members
  • VIPs, such as judges or government

Option 1: Via the call summary

  1. To direct transfer certain callers, click the "Always route this caller directly to me" link in the call summary.
  2. That is it; the number has now been added to your direct transfer list.

Option 2: Via your online dashboard

  1. Log in to your online dashboard.
  2. Navigate to the "call handling" menu on the left side toolbar.
  3. Locate the section "Direct Transfers" and click "Add."
  4. Input the number(s) you wish to direct transfer, friendly name (optional), and number you wish to transfer to (optional). Click "Add."
    If the "transfer to" is left blank, calls will be transferred to the default transfer number.

You can verify the default number these calls will be forwarded to in the Direct Transfers section. It'll be labeled as "transfer to." If you wish to update the number, click 'update' and input the desired phone number.

Remember, this number should NEVER be forwarded to our receptionist team, or the caller will be stuck in an endless loop.

Removing a number from either list

  1. Log in to your online dashboard.
  2. Navigate to the "call handling" menu on the left side toolbar.
  3. Locate the phone number you wish to remove in either the "Direct Transfers" or "Blocked Callers" section and click the delete (trash can) icon next to it.
  4. A pop-up will ask you to confirm the removal. Click "Remove."
These features are not available if you do not provide Smith.ai with Caller ID.

Questions? Contact us!

If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.

If you're not yet a Smith.ai client, please schedule a free consultation to get started with our virtual receptionist services or email us at sales@smith.ai. We'll help you select the best plan to match your business’s growth goals and budget.

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