How does it decide which call goes to a person?

By what you have defined and by what the customer asks for. If they ask, they get one, with no insisting.

Can each kind of call go somewhere different?

Yes. Each reason can have its own number or extension, and each location its own if you run several.

And if nobody is available?

It takes the message with the reason and the contact, and gets it through right away. It can also try a second destination.

Do we have to change switchboard?

No. It sits in front of the one you have and works with your extensions exactly as they are.

Does the customer notice the difference?

They notice it in not repeating anything. The call arrives with what has already been said, so whoever takes it picks up where it left off.

Transfer to a person

When a real person is needed, the call gets through instead of getting lost.

Talk to us

When a person is needed

Two out of ten calls need somebody on the team. That part is not the problem: how they arrive is.

Today

The call goes from hand to hand until it finds someone who can help.
The customer repeats what they have already said at every hop.
The call gets passed on without knowing whether that person is in.
If they are not, the call dies in a voicemail nobody listens to.
Every wait is a chance that they hang up.

With heydiga

The call goes straight to whoever handles that matter.
The reason arrives explained before the customer opens their mouth.
It checks that somebody is there before transferring.
If they are not, the message is taken and gets through right away.
There are no waits: either it connects or it takes the message.

20%

2 out of 10 calls need somebody on the team. The rest resolve themselves.

100%

The transfers that arrive with what has already been said, so nothing is repeated.

Routing properly from day one

No change of switchboard and no new number: it sits in front of the one you have.

You write down the org chart

People, departments and which number or extension each one answers on.

You say what goes where

Which kind of call goes to each place and which ones are always transferred.

You define the fallback

What to do if nobody answers: message, second destination or call back.

Filtering and handing over

Transferring well starts before the call moves: you have to know what it is about and who is on the line.

Transfer

Redirects calls

It picks the destination, checks somebody is there and hands the call over with its context.

Identify

Identifies customers

And whoever takes it has the customer's record in front of them before saying hello.

Everybody has somebody behind

What changes is who that person is and how hard they are to find. Go into your sector.

Beauty and wellness

More clients, and more of them loyal

The owner decides on a long treatment or a complaint.

Hospitality and restaurants

More tables filled, fewer calls lost

The manager handles the party of thirty or the private event.

Automotive and garages

More workshop bookings and no cold leads

The workshop foreman is the only one who can explain a repair quote.

Health and wellness

A full calendar and fewer no-shows

The professional treating the patient is the one who has to speak to them.

Homes and property

No enquiry left unanswered

The agent handling that flat knows what can be negotiated and what cannot.

What changes when nobody gets lost in a handover

These numbers come from businesses where half a call went on finding the right person.

20%

2 out of 10 calls need someone from the team. The rest resolve themselves.

100%

Transfers that arrive with the conversation attached, so nothing is repeated.

Calls lost in the handover: if nobody is there, the message is taken and returned.

80%

8 out of 10 calls are resolved end to end without anyone on the team stepping in.

It tells an emergency from a routine question. That was exactly what worried us.

Veterinary clinic · Seville

What everybody asks

Five quick answers to get the doubts out of the way.

Try it with your switchboard

It sits in front of the one you already have and starts routing this very afternoon.

Talk to us

The phone causes more trouble

If this one rings a bell, these three will too. Each is solved on its own.

WhatsApp and calls in one place

Two channels, one assistant, no duplicate appointments.

Answer Book Capture Report Share

Waiting list

An appointment falls through and it is offered to the next in line before the slot goes cold.

Book Custom

After-sales follow-up

There is contact after the job, and that is why the customer comes back.

Report Share Identify Custom