Cell Transfer Codes (Tech, AI, and Cancel)

What Transfer Codes Do

When you are on an inbound call on your cell phone, you can move that call somewhere else by typing a short code on your keypad. KeyBolt sees the code and runs the transfer. There are three kinds of codes:

• A tech's transfer code sends the call to another team member. You set a code per person, and you press ** followed by their digits. For example, if a tech's code is 11, you press **11.
• The AI transfer code (default **9) hands the call to your AI agent. See Hand a Live Call to the AI With **9.
• The cancel-transfer code (default **0) backs you out of a transfer you started and returns you to the customer.

These codes only work for the person on the call. A customer cannot press keys to route themselves to a tech or to the AI.

Where to Set the Codes

All three live in one place. Tap Phone & SMS in the left sidebar, then the Tech phone numbers tab. On a phone, tap More, then Phone & SMS.

• Each team member's code is the small Code box next to their name. It is blank until you set it. Enter 1 to 3 digits (for example 11, or 2, or 100). Click away and it saves. The list then shows it as **11 (the ** is added for you). There is no preset code, so a tech has no transfer code until you give them one.
• AI transfer code is its own box near the top. Default **9.
• Cancel-transfer code is its own box near the top. Default **0.

The codes are per shop and only the shop owner can set them. Every tech presses the same code to reach the same person.

How to Transfer a Call to Another Tech

1. Answer the call as normal.
2. Talk to the customer until you are ready to hand off.
3. Open your keypad and type ** followed by that tech's code (for example **11).
4. KeyBolt dials that tech. They hear "Call transfer from Mike. Press 1 to accept, 2 to decline," with your name in place of Mike. When they press 1, the call is handed to them and you drop off. The customer stays connected to the new tech.

If you started a transfer and want to bail before it connects, press your cancel code (default **0) and you go back to the customer.

Code Rules

• A tech's code is 1 to 3 digits. You press it with the ** prefix.
• The AI code and the cancel code must start with **.
• The AI code and the cancel code cannot share a start. For example, a **0 cancel code plus a **00 AI code is rejected, because the keypad would read the first 0 as cancel before the second 0 arrives.

You Cannot Transfer to Yourself

If you type your own transfer code while on a call, KeyBolt blocks it and plays "that is your own transfer code, try a different one." This stops the call from breaking, since the same phone cannot be on both ends of a transfer.

If You Press Twice by Mistake

Cellular ringing can take 15 to 20 seconds, so it is easy to think the first press did not work and press again. KeyBolt notices the repeat press for the same code on the same call and does not run the transfer twice. Give it a few seconds before assuming nothing happened.

When a Transfer Does Not Go Through

• The other tech did not pick up, or pressed 2 to decline. Nothing changes. You are still on the line with the customer and can keep talking or try a different code. A failed transfer never sends the customer to voicemail.
• The tech has a code but no cell number saved. Pressing their code does nothing at all, and you will not even hear the "code not recognized" message. Check that they have a cell number on file in the Tech phone numbers tab.
• You are on the browser softphone, not your cell. Keypad codes are for cell-side transfers. From the browser softphone, use the on-screen Transfer button instead.
• The code is not recognized. If you type a code that does not match any tech, the AI code, or the cancel code, you hear "that code is not recognized, try again." Double-check the tech's code in the Tech phone numbers tab.