> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialai.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Internal Contacts

> Pre-configured destinations the AI agent can transfer customers to

**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](/live-view)) can pick from the list mid-call.

## 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](/operations#internal-contacts).

Each entry has:

| Field            | Description                                        |
| ---------------- | -------------------------------------------------- |
| **Name**         | The display name shown when initiating a transfer. |
| **Phone Number** | The number to dial when this contact is picked.    |

## Using Internal Contacts during a live call

From the [Live View](/live-view) page or a transcript detail view:

<Steps>
  <Step title="Open the conversation">
    Click a conversation in Live View or open a conversation from the Inbox.
  </Step>

  <Step title="Choose Transfer">
    Use the call-monitoring actions to initiate a transfer.
  </Step>

  <Step title="Pick a contact">
    The transfer dialog lists every Internal Contact. Pick the right one and confirm.
  </Step>
</Steps>

The agent (or supervisor) doesn't have to remember or look up phone numbers — every approved destination is one click away.

## 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.

## 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](/agents).

## 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.

***

## Related

<CardGroup>
  <Card title="Operations" icon="gear" href="/operations">Manage Internal Contacts alongside Skills and Do-Not-Call.</Card>
  <Card title="Live View" icon="eye" href="/live-view">Initiate transfers from a live call.</Card>
  <Card title="Agents" icon="robot" href="/agents">Internal back-office AI agents (different concept).</Card>
</CardGroup>