What's happening
A caller should have been put through to a colleague, but wasn't. Check these, in order, on Call forwarding — in the menu under Set up Scarlett (on a phone, tap More first).
1. Is any department set up?
With no departments, Scarlett never offers to transfer — she takes a message instead. Add one with Forward calls to your team.
2. Is the department paused?
A department marked Paused stays saved but Scarlett won't transfer to it. Open it, switch Active back on, and save.
3. Did the call actually match?
She only transfers when the caller clearly matches a department's When should she use it? description. If someone asked for a person and wasn't put through, add a Speak to a person department. If matches are being missed, make the description broader.
If you use a scenario with the Forward the call action, check it has a number chosen under Forward to in Train Scarlett → Scenarios.
4. Is the number one she can dial?
She only forwards to UK landlines (01, 02, 03) and mobiles (07). If you entered a premium-rate, freephone, personal-numbering or non-UK number, it was refused when you saved it.
What's next
- Forward calls to your team — set up and edit departments.
- What Scarlett says and does on a call — how she decides to transfer.