Synova Connect

Call transfer workflows

Create scenario-based rules so your Synova Connect receptionist forwards calls to the right person or department automatically.

Call transfer workflows tell your Synova Connect receptionist when and where to forward calls to a live person. You define scenario-based rules — for example, "transfer to billing when the caller asks about a refund" — and Synova automatically routes the call to the right number.

Where to find it

Call transfer workflows are located on the Overview page of your Synova Connect dashboard, under the Call Transferring Workflow section.

Adding a call transfer workflow

• In the Call Transferring Workflow section, click Add.
• The Add Call Transferring Workflow modal opens with a new scenario card.
• Fill in the required fields described below, then click Save to create the workflow.

Scenario Description

Describe when Synova should transfer the call. Be specific so Synova knows exactly when to trigger it.

Example: "Transfer the caller to the billing department. Execute whenever caller asks for a refund or receipt."

Phone Number

Enter the phone number you want Synova to forward calls to when this scenario is triggered.

You can also enter an optional Extension digit. This is useful when transferring to an IVR system (for example, extension 302). When you set an extension, the transfer type automatically switches to Hot Transfer.

Voice Response

Enter what Synova should say to the caller right before the transfer begins. If you leave this blank, the default is "Please hold while I transfer your call."

Example: "Sounds good, I am transferring you to the billing department right now. Please hold."

Advanced settings

Expand the Advanced Settings section inside a scenario card to configure the transfer type and additional options.

Call Transfer Type

• Cold Transfer — A standard call transfer. The call is forwarded using the caller's number. Cold transfer is not available when an extension digit is set.
• Hot Transfer — An advanced call transfer. The call is forwarded using your Synova Connect number. Hot transfer supports extension digits, whisper handoff messages, backup numbers, blast call numbers, and custom ringing tones.

Continue AI After Failed Call Transfer

Available with Hot Transfer only. When toggled on, if the transfer fails or the recipient does not answer, Synova resumes the conversation with the caller instead of ending the call.

You can customize what Synova says when returning to the caller (for example, "Call Transfer was not successful, how can I assist you more?").

Whisper Handoff Message

Available with Hot Transfer only. A whisper message is played to the person receiving the transferred call so they have context before speaking. Choose from:

• Auto-generate Handoff Message — Synova creates a summary of the conversation automatically.
• Static Handoff Message — You provide a fixed message (for example, "Caller is asking about a refund").
• None — No whisper message is played.

Backup Numbers

Available with Hot Transfer only. If the primary transfer number does not connect, Synova dials backup numbers one by one in order. Click Add Another Backup Number to add more.

Blast Call Numbers

Available with Hot Transfer only. Blast call numbers are dialed in parallel along with the main transfer number. All numbers ring simultaneously, and the first person to answer is connected. The other calls are automatically canceled. Click Add Another Blast Call Number to add more.

Call Transfer Ringing Tone

Available with Hot Transfer only. Toggle this on to play a custom ringing tone for the caller while they wait for the transfer to connect. Upload an audio file (.mp3 or .wav, max 1 MB) using the Upload tone button.

Managing existing workflows

Each scenario appears as a numbered card (for example, Scenario 1, Scenario 2).

• On/Off toggle — Enable or disable a scenario without deleting it.
• Edit — Open the scenario in edit mode to change any field.
• Delete — Remove the scenario permanently. You will be asked to confirm before deletion.
• Duplicate — Create a copy of an existing scenario, which you can then customize.
• Availability — Set operating hours for the scenario. You can choose business hours, weekends, or a custom schedule. When the scenario is scheduled, a blue Scheduled tag appears on the card.

You can create up to 100 scenarios across all workflow types.

Tips

• Use clear, specific descriptions so Synova can accurately identify when to trigger each transfer.
• If you have a team, consider using blast call numbers so the first available person picks up.
• Test your call transfer workflows by calling your Synova Connect number and triggering the scenario.