Human Handoff: How Safina Transfers Calls to Your Team

Some matters belong in human hands. With the “Human Handoff (Live-Forwarding)” feature, Safina hands an ongoing call off to a phone number you have stored, for example to yourself, to sales, or to your emergency technical service.

You can set up not just one but up to 25 transfers. Each transfer has its own number, a name, and a description of when it should apply. During the call, Safina picks the right destination based on what the caller needs.

Availability

Human handoff is included in all Safina plans.

How a transfer works

Safina offers the handoff when a caller explicitly asks to speak to a human or when one of your transfer rules applies. Before transferring, Safina asks the caller for their consent.

The handoff is not a blind transfer but an accompanied switch:

1. Announcement: Safina announces the handoff (for example, “I’ll put you through now. This will just take a moment.”) and the caller waits on the line.
2. Briefing: Safina calls the destination number and gives the person a quick summary of what the call is about.
3. Handoff: Only once the person accepts is the caller connected. From then on, the two speak directly with each other.

If no one picks up (after about 30 seconds), the line is busy, only voicemail answers, or the person declines, the caller stays with Safina. Safina briefly explains that no one is available right now and offers to take a message. Afterwards, you see every transfer attempt in the call log with the outcome “Requested”, “Connected”, or “Failed”.

Multiple transfers for different needs

Each transfer consists of four building blocks:

• Name: Helps you keep track, for example “Sales” or “Emergency service”.
• Number: The phone number Safina puts callers through to.
• When should Safina transfer? A short description in your own words, for example: “When the caller explicitly asks to speak to a human” or “Only for technical emergencies involving water damage”.
• Availability: Each transfer can be switched on and off individually and limited in time: either on a weekly schedule, say weekdays from 9 am to 5 pm, or once for a from-to date range, for example while you are on holiday. Outside that window, Safina does not offer this transfer.

If you have set up several transfers, Safina decides which destination fits the caller’s request based on your descriptions. The more specific the descriptions, the more accurate the choice.

Tip: For finer rules, such as having Safina ask certain questions before offering a handoff, use your conversation guide: Creating New Questions and Instructions in the Conversation Guide

Setting it up in the app

1. Log in: Sign in to the Safina app.
2. Section: Open the “Safina” tab and select “Human Handoff (Live-Forwarding)” under the general settings.
3. Create: In the “Transfers” card, tap the plus to add a new transfer.
4. Fill in: Give it a name, enter the number, and describe under “When should Safina transfer?” which cases this destination is meant for.
5. Done: As soon as at least one active transfer is stored, the feature is ready to use. There is no separate master switch.

For more destinations, repeat steps 3 and 4, up to 25 times.

Good to know: countries and costs

• Same country: Safina only transfers to numbers in the same country where your Safina number is registered. Numbers with a different country code cannot be saved in the first place.
• Charges: Technically, Safina calls the destination number from your Safina number. For chargeable connections, such as premium-rate numbers, additional fees apply. Our terms of use apply.
• Minutes: After the handoff, the call continues to run through your Safina number and counts toward your minute allowance.

Conclusion

The handoff combines the efficiency of AI with a personal touch: Safina filters, qualifies, and passes on only the calls that truly belong with your team. With multiple transfers and their schedules, you can mirror your availability exactly.

Log in to the Safina app and set up your first transfer under “Safina”.