This article outlines the step-by-step process to configure Aptly AI Agents to manage inbound phone calls and automatically transfer callers to the appropriate team member or department based on recognized keywords and phrases.
Use this setup to route callers mentioning terms like "buyer," "vendor," "maintenance," or "leasing inquiry" to the right person, without manual intervention.
Create an AI Agent
Select or create the Aptly AI Agent that will manage calls for this number.
- Navigate to the AI Agent list in your Aptly admin panel.
- Assign an existing agent, or create a new one for this call flow.
Configure a Failover Number
Add a backup number in case the AI cannot understand or complete the call.
- Locate the Failover Number field.
- Enter a fallback number (e.g., receptionist, live support agent, voicemail box).
Enable Transfer Capability
To activate the transfer feature:
- Scroll to the CAPABILITIES section of the AI Agent configuration.
- From the dropdown, select Transfer Call.
- Click + Add Transfer Rule to begin configuring individual routing rules.
Create Transfer Rules
Each transfer rule should include the following configuration fields:
Required Fields
Field | Description |
TITLE | A clear label for the rule (e.g., “Leasing Inquiries”, “Emergency Maintenance”) |
TRANSFER DESTINATION | Select Specific Number |
TARGET NUMBER | The phone number to forward the call to (e.g., +1-800-555-1234) |
TRANSFER TYPE | Choose from: Cold Transfer – Transfers the call immediately Warm Transfer – AI introduces the caller before completing the transfer |
VOICEMAIL NOTIFICATION EMAIL | Enter the email address that should be notified if the call is unanswered |
Set Transfer Conditions
- Define what keywords or phrases the AI should listen for to activate the transfer.
- Use natural language phrasing that reflects what a real customer might say.
Example Conditions by Rule
Rule: Buyer or Seller
- "I’m looking to buy a house"
- "I want to sell my home"
- "Can I speak to a realtor?"
Rule: Maintenance from Existing Tenant
- "There’s a leak in my apartment"
- "My AC isn’t working"
- "I need to submit a maintenance request"
Rule: Leasing Inquiries
- "I’m interested in renting"
- "Do you have any available apartments?"
- "I’d like to schedule a tour"
Rule: Vendor Call
- "I’m a vendor"
- "Calling about an invoice"
- "Following up on a service request"
Save and Activate
- Review each configured rule and its conditions.
- Click Save to confirm changes.
- Ensure the AI agent is enabled and actively assigned to the selected inbound number.
Testing Checklist
Test Scenario | Expected Outcome |
Caller says: "I need help fixing a leak in my unit." | Call transfers to Maintenance |
Caller says: "I want to tour your available rentals." | Call transfers to Leasing Agent |
Caller says: "I’m a vendor following up on an invoice." | Call transfers to Vendor Contact |
AI is unable to process the call | Call routes to the Failover Number |
Transfer call is not answered | Email notification sent to configured address |
Troubleshooting
Issue | Resolution |
Call is not transferring | Ensure the trigger phrases are accurate and the rule is enabled |
Call transfers to the wrong person | Verify the Target Number is correct |
No voicemail notification received | Check that the email is correct and the inbox is monitored |
AI doesn't detect trigger | Expand the trigger phrases to include more natural variants |
Best Practices
- Use real call transcripts to guide your keyword and phrase list
- Update transfer rules regularly based on feedback and call data
- Assign unique voicemail notification emails per team or department
- Keep rule titles consistent and easy to identify for future updates
Example Transfer Rules
Rule Title | Trigger Phrases | Target Name | Number | Transfer Type | Notification Email |
Leasing Inquiry | “Interested in renting”, “Schedule a tour” | Leasing Agent | +1-800-555-1001 | Warm | leasing@company.com |
Vendor Call | “Calling about an invoice”, “I’m a vendor” | Vendor Manager | +1-800-555-2002 | Cold | vendors@company.com |
Emergency Maintenance | “There’s a leak”, “No AC” | Maintenance Hotline | +1-800-555-3003 | Warm | maintenance@company.com |