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Forwarding to an external number: This is how you use the "Human-in-the-Loop"

Use the intelligent forwarding of Safina AI to flexibly transfer callers to an external number. Learn here how to configure the 'Human-in-the-Loop'.

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App Feature

There are conversation situations that require individual processing that go beyond standard automation. With the feature "Forwarding to a Human", Safina AI provides an interface to flexibly transfer callers to a phone number defined by you.

Although we call this feature in the dashboard, it is technically an open bridge: you decide which number is stored and under what conditions Safina initiates the transfer.

Availability

The feature of Intelligent Call Transfer (Smart Call Transfer) is designed for our professional business solutions.

Feature

Details

Availability

Business or higher

Functionality and Activation

As soon as you activate the forwarding in the web app and store a number, Safina is fundamentally ready for transfer. By default, Safina always offers forwarding when a caller explicitly asks for it (e.g., "I would like to speak to someone personally").

If you want to control this process more precisely, you use your call guide. There you can define specific scenarios:

  • Restricted Forwarding: You can instruct that forwarding only occurs, for example, when a technical emergency is reported.

  • Targeted Triggers: You can specify that forwarding is only offered after certain qualification questions have been answered.

  • Individual Logic: The feature is freely customizable – theoretically, a specialized AI agent or another team can also be behind the number.

More about this: How to store individual instructions and logics in your AI, we explain in detail here: Create New Questions and Guidelines in the Call Guide

Configuration in the Web App

The setup is done centrally in the settings area of your Safina AI platform.

  1. Login: Log in to the Safina App.

  2. Area: Navigate to the "Safina AI" tab and scroll to the general settings.


  3. Selection: Click on the item "Forwarding to a Human".


  4. Number: Enter the desired target phone number (ideally a domestic number).

  5. Activation: Flip the switch to activate the feature.

Important Information about Connection Costs

Technically, Safina establishes an outgoing connection from your Safina number to your stored number. Typically, domestic connections are uncomplicated; however, the following regulation applies for cost transparency:

Note on Fees: Safina AI does not cover costs for forwarding to premium rate numbers (e.g., special numbers or international connections). Should costs arise from the number you provided, we will invoice you one-to-one plus a processing fee.

Therefore, we recommend always using a regular landline or mobile number in the same country where your Safina number is registered to keep costs minimal for you.

Conclusion

The forwarding is the link between AI efficiency and individual support. By activating it in the dashboard and fine-tuning it in the guide, the feature can be precisely integrated into your existing corporate structure.

Do you want to set up your forwarding now?

Log into the web app and enter your number under "Safina AI."

Should I show you next how to create a "VIP List" so that certain callers are transferred immediately without delay?

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Start free trial

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Start free trial

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Start free trial

Two smartphone screens with the Safina AI app. On the left is a detailed call summary with key points, a callback button, and AI evaluations such as mood, urgency, and interest. On the right is a call statistics overview for the last week, showing trusted, suspicious, and dangerous calls, as well as a list of recent calls.

Say goodbye to your old-fashioned voicemail!

Try Safina for free and start managing your calls intelligently.

Start free trial

Safina Docs

Forwarding to an external number: This is how you use the "Human-in-the-Loop"