How do I update the phone numbers my AI Voice agent transfers calls to?

If a team member changes roles, leaves the agency, or you get a new phone number, you'll need to update the transfer numbers inside your AI Voice agent so calls continue to reach the right person.

AI Agents → Voice AI → Agent List → Edit agent → Actions (During the Call) → Call Transfer → Edit

1. From the left-hand menu, click AI Agents.

2. Click Voice AI.

3. Find your agent in the list (for example, Daphne) and click the edit icon to open it.

4. On the right side of the screen, you'll see the Actions panel under During the Call. You'll see a list of Call Transfer rules — one for each caller type.

5. Find the Call Transfer rule you want to update — for example:

   • "If the caller category is a prospective new client..."

   • "If the caller is inquiring about employment..."

   • "If the caller is a current client or family member..."

   • "If the caller is a current caregiver..."

   • "If the caller is a referral source or healthcare professional..."

6. Click the pencil (edit) icon next to the rule you want to update.

7. In the panel that opens, find the Phone number to transfer to field and update it with the new number.

8. Click Save.

9. Repeat for any other transfer rules that need updating.

10. Click Save at the top right of the agent editor to save all your changes.

After changing a transfer number, call your agency's AI Voice number and go through the conversation as if you were that caller type. Make sure the call transfers correctly to the updated number before going live.

Keep a simple internal document with the current phone number assigned to each caller type. Any time a team member changes, update both the document and the AI Voice agent at the same time so nothing falls through the cracks.

I updated the number but calls are still going to the old one. What should I try? Make sure you clicked Save both on the individual transfer rule AND on the main agent editor (the blue Save button in the top right corner). Both saves are required for the changes to take effect.

Can I assign the same number to multiple caller types? Yes. For example, if one person handles both new client inquiries and referral partner calls, you can set the same number for both transfer rules.

What if no one answers the transferred call? Make sure the phone number you're transferring to has voicemail set up. If a transferred call goes unanswered with no voicemail, the caller may hang up and not leave a message.

Who can make changes to the AI Voice agent? Only admins and account owners have access to the AI Agents section. If you don't see it in your menu, check with whoever manages your CareFunnels account.