FAQ and setup guides

Yes. Your Connect contact flow forwards the call to your Front Desk Line number, and the agent answers it like any other call: same greeting, transcripts, requests and alerts in the app. Your Connect admin adds one block to the inbound flow. Nothing is installed in your AWS account, and nothing needs building on our side.

Steps for your Connect admin

1. Open the inbound contact flow, or the branch of it that should go to the AI, and add a Transfer to phone number block.
2. Set Phone number to your Front Desk Line number.
3. Leave Caller ID number unset, so the caller's own number reaches the agent.
4. Set Resume flow after disconnect to Yes and the timeout to 30 seconds.
5. Send every exit of the block (Success, Call failed, Timeout and Error) to Set working queue and then Transfer to queue for your front desk. If the agent can't answer, or hangs up while the caller is still on the line, the caller reaches your staff instead of silence.
6. Make one test call through Connect before you rely on it.

Four things to know before you go live

• Don't set the staff phone to your Connect queue number. A transfer would come back into Connect as a second call with no context, and you would pay for the extra leg on both sides. Point the staff phone (Agent tab, Transfer) at a real person's phone. Sending transfers straight into your own Connect queue isn't available yet; write to support@fd24.ai if you need it.
• Leave caller ID unset on the Transfer block. If it's set to the same number as your staff phone, the agent's loop protection refuses every transfer.
• Texts to callers might not go out. A call forwarded through Connect can arrive with weaker caller-ID verification, and the agent only texts callers whose number is fully verified. Your test call shows whether links and confirmations can be sent by text.
• Your line's opening hours still apply. The agent's after-hours rules for transfers apply on top of whatever hours your Connect flow already enforces.

What it costs

Connect stays on the call while the agent talks, so your AWS bill includes the inbound call for its whole length plus the outbound call to your Front Desk Line. On our side it counts as a normal call against your plan's minutes.