> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/channels/call-deflection-and-chat-handover.md).

# Call deflection and chat hand-over

Settings that decide what happens when nobody can take a call or chat. Offer another channel, or hand over in the inbox.

Both settings live under **Settings** in the left menu of the bot.

## Call deflection (phone only)

**Settings → Call deflection.** When nobody can be reached, the receptionist can offer the caller another channel instead of taking a message. This applies to **phone calls only**.

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2Fv02iU0AtNENuLCbbVTAx%2Fsr-62-settings-call-deflection.jpg?alt=media&amp;token=dfdaabe4-9ccc-4c68-adc3-6e68ded6f108" alt="Settings → Call deflection"><figcaption><p>Settings → Call deflection</p></figcaption></figure>

### Offer the caller another channel

| Option                                   | What the caller gets                                                                                                                                 | Needs                                                                                         |
| ---------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- |
| **No – take a message**                  | The default. A message is taken.                                                                                                                     | —                                                                                             |
| **A chat with you**                      | A text message with a link to your chat app. The conversation lands in your inbox, and a colleague's later reply reaches the caller by text message. | The **PWA** (chat app) channel on this bot                                                    |
| **WhatsApp** (from your WhatsApp number) | A WhatsApp message from your number. The conversation lands in your inbox.                                                                           | The **WhatsApp** channel, and a WhatsApp template approved in every language your callers use |
| **WhatsApp on your own phone**           | A text message with a link that opens WhatsApp to your own number, outside the platform.                                                             | Nothing on the platform                                                                       |

If the channel an option needs isn't there, the receptionist takes a message instead.

### How the receptionist offers it

* **Offer it (yes or no), else take a message**
* **Ask: the other channel, or a message?**
* **Offer it only, never a message.** A caller who declines isn't offered a message. If the offer can't be made at all, a message is still taken.

**Exceptions per department** let a department behave differently from this company-wide setting.

### What the caller hears

The sentences are in **Content → 11. Phrases** (*WhatsApp: …* and *Deflection: …*). Most are **always spoken as written**:

1. **The offer**, a yes/no question. Keys 1 and 2 also work.
2. If the caller's number is a mobile number, the receptionist **confirms that number** before sending anything. Otherwise it asks for a mobile number, and after two failed attempts the caller types it on the keypad.
3. **Invitation sent**, or **Sending failed** (a message is offered instead).
4. **The SMS with the link** carries the invitation.

{% hint style="info" %}
The links are sent by SMS. Operator offers an SMS bundle add-on (**1.000 SMS berichten**). Check with your Enreach contact how SMS is billed for the customer.
{% endhint %}

## Chat & inbox (web chat, chat app and WhatsApp)

**Settings → Chat & inbox.** This decides how chat visitors are handed to colleagues.

| Setting                                                               | Effect                                                                                                                                                                                              |
| --------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Colleagues reply in the inbox**                                     | On: a visitor who needs a colleague waits in the inbox, also outside opening hours, and gets the reply there. They're notified by SMS or email when offline. Off: the receptionist takes a message. |
| **Inbox tag**                                                         | Leave empty unless you work with teams in the inbox. With a tag, every colleague in the team is notified and anybody can pick up the conversation.                                                  |
| **Ask website visitors for their contact details before a hand-over** | So a colleague can reply later by SMS or email. Never asked when the visitor already gave them, and never a blocker.                                                                                |
| **Exceptions per department**                                         | A department with its own inbox tag, or whose colleagues don't reply in the inbox.                                                                                                                  |

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2FY1qLMjzQ95tA3VUoinvg%2Fsr-63-settings-chat-inbox.jpg?alt=media&amp;token=8c9c977b-8ee0-4773-a6f5-4c348aaf54c2" alt="Settings → Chat &#x26; inbox"><figcaption><p>Settings → Chat &#x26; inbox</p></figcaption></figure>

## Next step

[Glossary](/smart-receptionist/channels/glossary.md)