Live Transfers

Live Transfers (formerly called Call Bridging) is designed to maximize "Speed to Lead" by connecting digital inquiries to human conversations in seconds.

Plan requirement

Live Transfers is available on the Scale plan only. On Starter and Growth the tab is visible but locked, with an upgrade prompt.

Where to find Live Transfers

Open the full-width configuration page from the Call Centre → Live Transfers tab. The top of the page shows the Live Transfers Dashboard - a row of KPI cards followed by a daily volume sparkline:

The sparkline plots attempts / pickups / transfers per day so you can spot drop-off at a glance.

Below the dashboard, four tabs organise the feature:

• Presets - grid of live transfer rule cards (one per routing scenario).
• Live Queue - currently active transfer attempts.
• History - past attempts with detailed outcomes and AI transcripts.
• Client Defaults - fallback settings that apply whenever a preset has no override of its own.

How it Works

1. The Trigger: A lead submits a form or takes an action.
2. The Lead Call: Myra dials the lead.
3. The Greeting: The lead hears context and a hold statement, e.g. "Hi, thanks for your enquiry — connecting you to the team now."
4. The Rep Call: While the lead is on the line, Myra rings your agents on mobile or in the browser dialler.
5. The Conversation: The first agent to answer is bridged straight onto the call with the lead.

Preset Configuration

Click any preset card to open its editor. The left rail groups settings into sections:

Team

Each selected agent has inline controls: App, Phone, or Both. Forwarding numbers are entered in E.164 format (e.g. +14155550123) and are saved even if you click Save preset immediately after typing. Business admins can edit and save these forwarding settings for their clients.

Agents can be set as live-transfer agents or forwarding-only. An enabled live-transfer agent is rung whenever a transfer attempt fires. A disabled forwarding-only agent is never rung for live transfers, but their forwarding number and App/Phone/Both choice still apply to normal inbound calls. You can also manage these forwarding numbers from Settings → Phone Numbers; the two screens edit the same underlying row, so they stay in sync.

Hunt Groups

Enable a hunt group to ring a prioritised list of E.164 numbers first on every transfer attempt. If none of those numbers answer, the system falls back to the agents' individual app/phone settings. Hunt groups are scoped to the individual preset.

Cadence

Set the maximum number of attempts and the interval (in minutes) between each one. Optionally restrict calling to a business-hours window: pick the calling days (any combination of Mon-Sun), the start/end time and the timezone. Any lead that arrives outside those days/hours is held in the queue and dialled at the next open slot - it is never skipped or dialled out of hours. Each preset can override the client-wide default cadence, or inherit it.

Limits

• Daily cap - maximum transfer attempts this preset can fire in a single calendar day. Set to 0 (or leave blank) for unlimited attempts per day.
• Per-lead cap - hard ceiling on attempts ever made to a single lead by this preset, including retries and callback-queue redials. Set to 0 for unlimited attempts per lead.

Stage Progression

For each pipeline, you can configure a per-attempt ladder that automatically moves the contact to a new stage depending on the call outcome. Each attempt has four choices:

• If picked up - an agent connected and a real conversation happened.
• If lead answered but no agent - a real person answered and waited, but no agent reached them.
• If connected but no conversation - an agent connected, but it was a voicemail or nobody spoke.
• If nobody picked up - the call went unanswered, busy, or rejected.

The two middle options are optional: leave them blank and those calls follow your "If nobody picked up" stage exactly as before. A raw connection does not count as a successful conversation until Myra has classified the recording, so voicemail follows the no-contact choice or its no-answer fallback. Any choice can be left as "Don't change stage." If additional callback retries run beyond the last attempt with a configured stage, Myra keeps the contact at the latest configured destination rather than losing an earlier move. Use Copy to all or Copy to other rungs to reuse a choice across attempts. Unsaved stage choices are preserved while you switch between editor tabs; the main Save preset button commits them together.

When the lead answers but no agent is available

If the contact picks up and no agent answers, Myra stops the remaining automatic attempts for that contact instead of calling them again. Someone who answered to silence has already had a poor experience, and repeat calls make it worse. The contact's timeline records that the lead answered, no agent was available, automatic attempts were stopped, and a manual call back is needed — and the Live transfer schedule card on the contact shows a "Stopped automatically" notice with the reason. The attempt still counts as an agent-coverage failure in your Live Transfers monitoring. This only applies when the contact actually answered; if nobody picks up, the retry ladder continues as normal.

Callback Queue

When a transfer attempt ends with a voicemail, no_answer, or all_agents_busy outcome — and the contact did not answer that attempt — the lead is automatically added to the callback queue. A background job replays queued leads on the preset's cadence intervals, so no interested lead is dropped without a follow-up. The queue view is filtered to the current preset.

Metrics Tab

Each preset includes its own Metrics tab showing the same KPI cards and sparkline as the top-level Live Transfers Dashboard, scoped to that preset only. Use this to compare performance across different routing rules.

Call flow

The From number is the number leads see when Myra calls them for this preset. Choose an active number owned by the client, or leave it on Automatic so Myra matches the destination country. This same From number is used for every test call and every real transfer originated by this preset.

Test call

The Test call section lets you place a real outbound call to any number you enter. The call is always placed from this preset's own From number, so you verify exactly what a lead would experience. When the test number answers, Myra bridges it to the configured agents in the same way a real trigger would.

Inbound call forwarding

The Phone ring mode in the Team section is also used for normal inbound calls. When a call comes in to a Myra number, Myra rings the selected agents according to their App / Phone / Both settings and their forwarding numbers, even if the call did not originate from a live-transfer preset. This means the same forwarding list you configure for live transfers also controls who receives direct inbound calls.

Important forwarding rules:

• Forward to a mobile number only. Forwarding to a company's main line, reception desk, IVR, or any line with an announcement can cause the transfer to connect to the menu instead of a person, and may end the call unexpectedly.
• Turn off call-screening or "state your name" greetings on the mobile phone. Some handsets and carriers answer with a prompt like "State your name and reason for calling" before the person actually picks up. Because this counts as the call being answered, Myra will treat the transfer as connected and may bridge the caller straight into the screening prompt. Make sure the destination mobile phone has this kind of greeting or assistant switched off.

Outbound-only presets

Live-transfer presets are always outbound. There is no inbound direction option; any preset you create or edit originates calls from Myra to a lead and then bridges them to your team.

Advanced Features

• Required opening statement: The lead always hears the preset greeting before Myra connects the conversation. Standard text greetings are prepared as cached audio before the lead answers to avoid dead air; tokenized per-call scripts still use live speech when needed. Uploaded custom audio uses playback when no text greeting is configured. If playback or speech fails, Myra retries or stops the transfer instead of leaving the lead in silence. If no custom greeting is configured, Myra says a default hold statement.
• Ringback while connecting: After the greeting finishes, the lead hears a normal ringing tone continuously until the conversation actually starts - it keeps ringing while agents are being rung, while the answering agent hears their whisper, and right up to the moment the call connects. It stops the instant the call connects (so it cuts off mid-tone, exactly like a normal phone call), and it can never play over a live conversation. Toggle it per preset under Call flow → Ringback tone while connecting (on by default).
• No dead air before the greeting: Myra now starts the greeting the moment the lead answers, with no built-in pre-roll pause.
• AMD (Answering Machine Detection): Detects voicemail and terminates the transfer automatically if a machine answers. Detected voicemails are marked status=voicemail, never counted as transferred, and added to the callback queue. Detection only ever acts when Detect voicemail / machine is switched on for the preset - with it off, any machine verdict is recorded as advisory telemetry only, and Hang up if a machine answers is greyed out because it does nothing. A transfer is never cancelled once an agent has answered, and silence on its own (for example while the lead is listening to your greeting or ringback) is never treated as voicemail - Myra waits until your own audio has finished and requires positive evidence, such as a recognised voicemail phrase, before acting.
• Retry Ladder: If a rep doesn't answer, the system follows the cadence schedule or moves to the next rep.
• Routing Strategies: Simultaneous (Blast), Sequential (Round Robin), or Weighted.
• Safer daily limits: Daily caps are only consumed once Myra successfully starts the lead call, so pre-flight failures (paused billing, missing From number) do not silently use up the day's allowance.
• Clear telephony status errors: If the phone provider blocks outbound calling, Myra shows a clear account-status message and stops retrying that queued attempt.
• No forced timeout on connected calls: Once a live transfer is bridged, Myra leaves the conversation open until one side hangs up; the background watchdog only closes pre-connection attempts that get stuck before the bridge.

Configuration

• Whisper & Greeting Scripts: Use dynamic tokens for rep context. Browser app agents hear the "New lead, connecting you now" whisper locally as soon as they answer, then the bridge joins immediately; phone-forwarded agents still receive the provider whisper before the bridge. Greeting timing is managed by the platform (greeting starts 1 s after answer, bridge immediately after) and is no longer editable per preset. Browser app agents can receive live-transfer rings even when their currently selected workspace does not have its own From number or direct inbound calls are disabled, and bridge call alerts are not suppressed by the direct inbound-calls notification preference.
• Fallback Logic: Send to voicemail, trigger an SMS, or create a high-priority Task if no connection is made.

Technical & Compliance

• A2P 10DLC: Ensure numbers are registered to avoid spam filters.
• Recording: Enable automatic recording with compliant greetings.
• Transfer Metrics: Accurate tracking of connection rates and call durations at both the global and per-preset level.

FAQs

What if a contact is set to Do Not Disturb? Contacts marked Do Not Disturb (globally, or just for calls) are skipped - no live transfer is attempted, and the queued transfer is closed with reason lead_dnd. You can set DND automatically with the "Enable Do Not Disturb" automation action.

Does this work on mobile? Yes, it transfers to whatever number is on the user's profile, including the Myra mobile app.

What happens if the lead doesn't answer? The transfer is terminated and a "Missed Connection" is logged. You can trigger a fallback SMS immediately.

What if the lead's phone has call-screening enabled (e.g. Apple's Live Voicemail)? Some phones and carriers automatically answer with a screening prompt (for example, asking the caller to say their name and reason for calling) before the actual person joins the line. This isn't a voicemail system, so Myra correctly does not log it as one - Myra keeps the transfer live and continues listening for a genuine human response. This is a normal, expected interaction and doesn't affect the outcome of the large majority of transfers.

What about the agent's phone that receives the transfer? The phone receiving the forwarded call should also have any "state your name and reason for calling" or call-screening assistant disabled. These prompts answer the call automatically, so Myra may treat the transfer as connected and bridge the caller into the screening prompt before the agent ever joins the line.

What kind of phone number should I forward calls to? Forward calls to a mobile number only. Do not forward to a company main line, reception desk, shared line or any number that plays an IVR/announcement before a human answers. Those systems can answer the transfer prematurely and cause the call to end unexpectedly.

Why doesn't Myra just wait longer before connecting, to be completely certain? Myra is deliberately tuned to connect leads as fast as possible once a call is answered, because that's what maximises "Speed to Lead." Waiting several extra seconds to gain more certainty would mean the lead sits in silence for longer before anything happens - and in practice, that additional silence is far more likely to cause a genuine lead to hang up than the rare screening interaction described above. Myra's default behaviour prioritises immediate connection for the normal case.

Can I set unlimited attempts per day? Yes - set the Daily cap (or Per-lead cap) to 0 and the preset will run without any daily/per-lead ceiling.

What is the callback queue? Leads that weren't reached (voicemail, no answer, all agents busy) are queued automatically and retried by the background job according to the preset's cadence intervals - no manual follow-up chasing required.

Who answered (diallers)

When a live-transfer leg is torn down because another agent answered, the losing dialler shows "Picked up by {name}", matching the wording used in transfer history attribution.

Standardised call timing

Ring windows, per-agent ring, cooldown, routing strategy, greeting delays and the presence/inbound-required gates are standardised across the platform for reliability and are not editable per preset: lead ring 25 s, per-agent ring 20 s, ring-all, no cooldown, greeting starts after 1 s. You keep full control of the content - greeting text/audio, whisper text, no-agent text, From number and which agents are on each rule.

Who has the app open

Agents only receive live transfers in the browser/app while their Myra tab is open and signed in. Next to each agent on a rule you'll see App online (green) or App offline (grey), and the same indicator appears in your team members list. If a rule has agents selected but nobody currently has the app open, a warning appears at the top of the rule. Myra still rings every configured agent regardless - the indicator is there to explain why some legs never connect.

When a transfer can't start

If the phone provider refuses the call (unsupported destination, spend cap, invalid number or a billing block), the attempt is still listed — it shows Couldn't start the call. Hover the status badge to see the number we tried, the From number used and the provider's reason, which is what support needs to fix it.

Timing breakdown on each attempt

Every attempt now records where the seconds before the lead hears anything actually went, shown under the attempt in History:

• Dial-out - time from the transfer starting until Myra placed the call. This is ours.
• Ringing - how long the lead's phone rang before they answered. This is the person you're calling, not the platform.

Once an agent answers, nothing tears the call down

If any agent has answered (or a connect command has been issued), Myra refuses every request to hang up the lead's line and records why it was blocked. Late answers - including answers that arrive while the greeting or ringback is still playing - are routed through the same connect path, and any answer that does not result in a connection is recorded with a reason instead of disappearing.

Greeting audio: measured, and no longer fetched mid-call

Your greeting is pre-rendered once and uploaded to the phone network's own media storage ahead of the call, so nothing has to be downloaded across the internet while your lead is on the line. Myra also records the moment the lead can actually hear audio (not just when the play command was sent), how long the greeting really lasted, and the gap between answer and audio - so any remaining silence is measurable rather than guessed at. If the phone network never confirms playback, Myra flags that explicitly instead of assuming the greeting was heard.

Read this before you use Live Transfers: you WILL get calls with nobody on the other end

This is the single most important thing to understand about live transfer - for your own team and for every client you switch it on for.

Some of the calls you get transferred will have no one on the other end. That is normal. That is not a bug, an error, or a failed system. In the overwhelming majority of those cases, the lead's phone answered with a voicemail, and the voicemail sounded like a live human being to the detection system. Occasionally the lead simply picked up and put the phone straight back down before you said hello.

Why voicemail is genuinely hard to detect:

• Most voicemail greetings are recorded by the person themselves, in their own natural voice. There is no robotic tone, no carrier jingle, no obvious script - just a real human saying "Hi, you've got through to Ronald, leave a message." To any listener - human or AI - the first second or two of that is indistinguishable from a real person answering the phone.
• Many personal greetings are extremely short, or start with a plain "Hello?", then go silent while waiting for the beep.
• Some phones now answer with AI screening assistants or personalised greetings that behave like a live person.
• Carrier answering-machine detection itself is frequently wrong on these calls and reports "human".

Myra listens to the opening seconds of every answered call, matches known voicemail wording (including personally-recorded phrasings like "you've got through to…", "can't get to the phone", "leave me a text"), watches for the tell-tale silence-then-beep pattern, and runs an AI classifier over the transcript - and it still will not catch every one. No system on the market catches every one. As AI speech models keep improving, this will keep getting better, and Myra's detection is tuned continuously.

So set the expectation up front - with yourself, your reps, and your clients:

• When you answer a live transfer and hear silence, a beep, or a recorded greeting, just hang up and move on. Nothing has gone wrong.
• Do not treat "nobody was there" as a broken transfer or a billing issue - the call was genuinely placed to a real lead who genuinely answered, with an answering machine.
• Judge live transfer performance on connected conversations over time, not on individual dead calls.
• Reps who are told about this in advance handle it fine. Reps who are not told about it assume the system is broken. Tell them first.

Anything Myra does identify as voicemail is marked voicemail, never counted as a transfer, and dropped into the callback queue for a retry - so the lead is not lost either way.

Voicemail detection and provider reliability

Myra listens to the start of each answered call and decides whether it reached a real person or a voicemail/answering service. This detection is very good, but it is not perfect:

• Some phones now answer with AI screening assistants or personalised greetings that sound like a live person, so a screened call can occasionally be treated as answered.
• Some voicemail greetings are short, silent or start with a real-sounding "Hello?", which can go either way.
• Human-recorded greetings (the normal case) carry none of the scripted wording detection relies on most heavily, so a proportion of them will be passed through to an agent as if a person answered.
• Very occasionally our upstream phone provider has an outage or degraded routing, which can delay or drop a transfer entirely.

If a transfer looks misclassified, the attempt in History shows the recorded verdict and the reason behind it, so you can see exactly what happened. We continuously tune the classifier and monitor provider health, and we will always endeavour to keep this system working as reliably as possible.

Duplicating a preset

Hover a preset card and click the copy icon to duplicate it. The copy keeps the trigger, schedule, agents, routing, retries, call flow, guardrails, from number and any cadence override, is named " (copy)", and is created paused so nothing dials until you review and switch it on.

Time windows (multiple ranges)

Under Filters → Time window you can now add more than one range, for example Mon–Fri 09:00–17:00 plus Sat 09:00–12:00. A call is allowed if the current time in the client's timezone falls inside any range.

• Each range has its own From / To times and day toggles.
• A range may cross midnight (e.g. 20:00–02:00). The editor labels these "runs overnight into the next day", and the days you pick are the days the window opens — a Friday 20:00–02:00 range still allows a call at 01:00 on Saturday. (Overnight windows previously never fired; that is fixed.)
• Removing the last range switches the time window off rather than leaving it empty. If a schedule ends up empty or malformed, calling is allowed rather than silently blocked.
• Existing single-range presets are unchanged and keep saving in their original form.