> For the complete documentation index, see [llms.txt](https://docs.limephone.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.limephone.io/ai-receptionist/transfers-and-escalation.md).

# Transfers and escalation

Understand how calls flow between you and your receptionist, and what happens when the AI can't help.

The AI Receptionist is designed to work *around* your team, not instead of it. The usual pattern isn't "AI transfers to human" — it's "human first, AI as the safety net."

## You ring first, the AI catches what you miss

Your number's call handling decides who a call reaches. Calls can ring you or your team first; the receptionist steps in when nobody answers, when you're marked unavailable, or outside your business hours. That means the escalation path for most callers is simply: if it matters, you pick up — the AI only handles what you didn't.

Configure that ordering per number under **Settings → Phone numbers** and with your availability and business-hours setup — see [Call configuration](https://docs.limephone.io/calls-and-messages/call-configuration) and [Incoming calls](https://docs.limephone.io/calls-and-messages/incoming-calls).

## When the agent can't help

Each agent has a **fallback message** — what it says when it can't answer or the call winds down (for example, "Thank you for calling. Have a great day!"). Edit it by opening the agent on the **AI Receptionist** page and clicking **Edit**.

In practice, the most reliable escalation is instructing the agent to **take a message**: name, callback number, and what the caller needs. That message lands in the call summary in **Call Logs** and the agent's **Recent calls** feed, so you can call back within minutes. Add this to the agent's instructions explicitly:

```
If you can't answer a question, or the caller asks for a human,
apologize, take their name and number, and promise a callback.
Never guess.
```

## Escalate less by training more

Every "I don't know" is a gap in the agent's knowledge. Review transcripts in **Call Logs**, spot the questions it fumbled, and add the answers — see [Train your AI Receptionist](https://docs.limephone.io/ai-receptionist/train-your-receptionist).

## Quick changes without opening settings

You can also adjust routing conversationally with [Ask LimeAI](https://docs.limephone.io/ai-receptionist/ask-limeai): "Forward my calls to +1 555…", "Always put Mom through", or "I'm away this week — take messages." Rules show as pills you can remove to undo.