Skip to main content
A phone agent can hand a call to a person. When it cannot resolve what the caller needs, or the caller asks to speak to someone, it tells them it is putting them through, the caller hears ringing, and your phone rings. When you pick up you hear a one-sentence summary of who is calling and why, and you are connected. If nobody answers, the agent comes back on the line and offers to take a message, so a call is never simply lost. It works for one person (a small business forwarding to the owner’s mobile) and for a team (a pool of numbers that ring one after another, or take turns between calls). It is for phone calls: calls to one of your Lokutor numbers and calls your agent makes. A web or app session has no phone line to hand over.

​
1. Switch it on

In the dashboard, open the agent → Tools → Transfer to a person and switch it on. Then, under Who and how:
  • Numbers to ring: one to ten, in international format (+34 612 345 678), each with an optional name. Only these numbers are ever called: whatever a caller says, the agent cannot dial a number of its choosing.
  • Who rings first (with several numbers): In this order always starts with the first; Take turns starts each call with the next number, so a team shares the calls.
  • Ring each number for: 10 to 60 seconds, 20 by default. A mobile’s voicemail usually answers after 20 to 30 seconds and would take the call: keep the ring shorter, or turn voicemail off on the phones in the pool.
  • Tell them who’s calling: on by default. Before you are connected you hear a short summary, in the agent’s voice, of who is calling and what they need.
  • When to transfer: optional, in your own words (“billing questions, or when someone asks for María”). The agent always transfers when the caller asks for a person.
  • Only at certain times: optional weekly hours, in the agent’s timezone. Outside them the agent does not transfer; it says nobody is available and offers to take a message.
The numbers you can transfer to are the ones Lokutor can call at a published price: landlines in every country on the rate card, and mobiles where the rate card has a mobile price (Spain, France, Germany, Austria, the UK and Ireland). The dashboard tells you as you type if a number cannot be used.

​
2. What the caller hears

  1. The agent decides to transfer, and says something like “I’m putting you through to someone, please stay on the line.”
  2. The caller hears a ringing tone while the first number rings.
  3. Someone answers: they hear the summary, then the two of you are connected. The agent leaves the call; nothing it says or plays reaches the conversation, which is not recorded.
  4. Nobody answers, the line is busy, the call fails, or the person hangs up before being connected: the next number in the pool rings. When every number has been tried, the agent is back: it says nobody is available right now and offers to take a message (name, a number to call back, and what it is about), and reads it back to the caller.
The person’s phone shows your Lokutor number as the caller, not the caller’s own number.

​
3. After the call

In the agent’s Monitor tab and on the Conversations page:
  • A call handed to a person ends with the outcome transferred, and the transcript shows where the agent called the transfer.
  • A call nobody took is flagged Nobody took the transfer, with the message the agent took in the summary and the collected data, so you know who to call back.

​
Pricing

Once the person answers, the agent stops being billed: no platform time and no language model for the rest of the call. What remains is the phone line, at the rate card’s per-minute prices, per started minute:
  • the caller’s line goes on at its own rate (the rate of your number for a call your agent received), and
  • the line to the person is a call made to their number (landline or mobile rate).
A Spanish caller transferred to a Spanish mobile costs 0.035+0.035 + 0.105 = $0.14 a minute while they talk to the person. Transfers need a first top-up, like any call made to a phone. A number that rings and is not answered costs nothing; one that answers and hangs up during the summary costs that minute of their line. The dashboard’s Usage page shows the transferred part of a call as its own line, Call transferred to a person. The call’s length with the person is limited by your balance: when it starts, Lokutor works out how long your balance and overdraft can pay for at those two rates (up to 4 hours), and the call ends there.

​
Agent config keys

The dashboard writes these keys in the agent’s config; you can read them back from the agents table like the other settings. The agent sees one tool, transfer_call { "reason", "summary" }, which runs on Lokutor’s side: you do not register or answer it.