Intelligent call transfer
Intelligent Call Transfer — AI decides who should handle the call
Intelligent call transfer lets the AI receptionist handle most calls itself but route to the right person when the caller asks, the issue is critical, or your rules say 'send this to me'. Rules are set per topic, per time of day, and per person.
What is intelligent call transfer?
Old-school transfer is either IVR ('press 1 for…') or a flat ring-all queue. Both frustrate callers. Intelligent transfer flips it: the AI answers first, understands the topic, and decides whether to handle the call itself or hand it off.
One rule can send urgent water leaks to the on-call number, another can let the AI handle all bookings, and a third can route invoice questions to the office manager. Rules can vary by time of day and weekday.
How it works
- 1
AI answers
Every call is answered by the AI receptionist on your local number.
- 2
Topic classified
The AI categorises the call from what the caller says.
- 3
Rule checked
Your transfer rules are applied.
- 4
Action
The AI either handles the call or transfers to the right number.
- 5
Log
Every routing decision is logged.
What drives the rules
All rules are configured in the Skaala dashboard.
- Per topic
- Per time of day
- Per weekday
- Per caller type
- Fallback to AI if no one answers
Pricing and trial
Skaala starts at $29/month (Essentials) or $149/month (Business). 7-day free trial — you register a payment method at signup but aren't charged until the trial ends, and you can cancel anytime.
See pricing details →Best for teams with multiple people answering
Dental clinics, law firms, and construction firms benefit most.
Law firms →What Skaala doesn't do
- No integration with legacy PBX systems.
- No warm transfer (verbal handover) today.
- No positive HIPAA / SOC 2 claims.
Frequently asked questions
What rules can I set?
Per topic, time, weekday, and caller type, in any combination.
What if no one answers internally?
The call falls back to the AI which takes a message or books a callback.
How many numbers do I get?
One local number per team on all plans.
What does it cost?
Included in Essentials ($29/mo) and Business ($149/mo).
Related solutions and resources
By Skaala editorialLast updated: