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Internal Contacts are the phonebook of people and teams the AI agent can transfer a customer to during a conversation — supervisors, specific departments, escalation paths, on-call rotations. Configure them once; the agent (or a supervisor in Live View) can pick from the list mid-call.

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Where Internal Contacts live

Internal Contacts are managed under Settings > Operations > Internal Contacts. The Operations page documents the management interface in detail — see Operations > Internal Contacts. Each entry has:

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Using Internal Contacts during a live call

From the Live View page or a transcript detail view:
1

Open the conversation

Click a conversation in Live View or open a conversation from the Inbox.
2

Choose Transfer

Use the call-monitoring actions to initiate a transfer.
3

Pick a contact

The transfer dialog lists every Internal Contact. Pick the right one and confirm.
The agent (or supervisor) doesn’t have to remember or look up phone numbers — every approved destination is one click away.

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Internal Contacts vs Points of Contact

A common point of confusion:
  • Points of Contact are incoming channels — phone numbers customers call to reach you.
  • Internal Contacts are outgoing transfer destinations — phone numbers your AI agent dials when handing off a customer to a human team.
The two never overlap.

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Internal Contacts vs Internal Agents

A separate concept that sometimes confuses operators:
  • Internal Contacts (this page) are human destinations for transfers.
  • Internal Agents are back-office AI agents your team uses internally — for reporting, analysis, and back-office automation. They never face customers. See Agents.

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Tips

  • Use clear names. “Billing Supervisor” beats “Joe’s Desk” — the agent reads these aloud and operators pick from them under time pressure.
  • Keep the list short. Every transfer destination adds cognitive load when picking. Aim for under a dozen well-defined options rather than a phone-tree dump.
  • Review quarterly. People move teams, departments reorganize, escalation paths change. Internal Contacts decay quickly if not curated.

Operations

Manage Internal Contacts alongside Skills and Do-Not-Call.

Live View

Initiate transfers from a live call.

Agents

Internal back-office AI agents (different concept).