Transfers and callbacks

When the agent offers a call

Once a contact has given what a quote needs, the agent checks that the current time is inside your transfer hours. If it is, it asks the contact, in text or on the phone, to switch to a short call with an agent from your business. A yes starts the transfer. If transfers are paused for your account, contact Mav support.

How the transfer works

1. Mav calls the contact from the same number the conversation is on and texts "Calling you now to connect you with a licensed agent."
2. The contact hears hold music while Mav dials your rep. It uses the transfer number on the lead if the vendor sent one, then the marketing source's Transfer DID, then the account DID number in Phone Settings.
3. The rep hears a whisper first, like "You have Jordan on the line about auto insurance. Connecting you now." When the contact also asked about home insurance, the whisper says so.
4. The calls are bridged and the agent goes silent.

Your rep's phone shows the contact's number, so the rep knows who is on the line.

Callbacks

When a contact asks for a call later, the agent books it against your transfer hours:

• A general time is enough. "This evening" books 6 PM, "midday" books noon, "tomorrow morning" books 10 AM. The agent confirms the time it picked.
• A time outside your hours is not booked. The agent shares your hours in the contact's local time and offers the nearest open slot, looking up to a week ahead.
• A callback must start at least two minutes before your hours end, so it always dials rather than falling back to a text.
• A booked callback shows as Phone Call Scheduled on the timeline. When it fires, Mav places the call and bridges the rep as above.

If your reps are unavailable when the callback fires, the agent says the call it had lined up cannot happen right now and asks when else works.

After the call

After a transferred call, Mav reviews the recording and marks the outcome on the call card: Transferred to rep, Quote delivered, Policy sold. When the rep quoted or sold, the contact is marked Quoted or Sold automatically. A real conversation with a rep completes the engagement, so the follow-ups stop. Calls that ended before a rep joined show Phone Call Completed or Phone Call Missed.

If a call does not connect

Mav retries once on its own for a call the contact asked for. See A transfer didn't connect.