Who this is for

Some calls should reach a person while the caller's still on the line. You can give Scarlett internal numbers — a department each — and she'll put a matching caller through. Add as many as you need; there's no extra cost.

Time: 5 minutes. You'll need: to be the owner, and the numbers to ring.

Before you start

• Point your calls at Scarlett — transfers happen on live calls, so calls need to be reaching her.

Steps

1. Add a department

Open Call forwarding (in the menu under Set up Scarlett) and press Add a department. Then fill in:

• Department — pick Emergency call-out, Billing, Sales or Speak to a person, or Other to type your own. Scarlett says this out loud when she puts a caller through. Picking one fills in a starting When should she use it? you can change.
• Person's name (if shown) — who answers this number. Optional; leave it blank for a shared phone.
• Number to ring — a UK landline or mobile.
• When should she use it? — in your own words. She matches what the caller says against this.

Press Add department to save it.

2. Understand how she transfers

She announces the transfer, then connects the caller. The call leaves Scarlett at that point. She only transfers when the caller clearly matches what you described — otherwise she takes the details herself. To keep a department saved without her using it, press Edit, switch it off and press Save changes; it shows as Paused.

Verify it worked

Your departments are listed, and under Test agent a caller who matches one is offered a transfer.

Troubleshooting

"Scarlett can forward to UK landlines (01, 02, 03) and mobiles (07) only." For safety she won't dial premium-rate (09), revenue-share (084/087/089), personal-numbering (070), freephone (080) or non-UK numbers. Use the geographic or mobile number the line actually rings on.

A caller wasn't put through. She only transfers on a clear match to your description, and only to active (not paused) departments. With none set up, she never offers a transfer — she takes a message instead.

What's next

• What Scarlett says and does on a call — how she handles a transfer.
• A call transfer didn't work — if a transfer failed.