After Hours Human Transfer Logic

By: Fer Patel

Automatically Route Calls Based on Business Hours Using Voice AI

OBJECTIVE

This guide shows you how to control when live transfers to human agents happen, based on your company’s defined business hours.

✅ Eliminate the need for multiple numbers, duplicated agents, or manual routing ✅ Automate after-hours coverage using GHL Voice AI ✅ Ensure live calls only reach humans during business hours

1. Why This Matters

Without this logic:

• Calls get routed to unavailable agents after hours

• Teams need to set up multiple numbers or duplicate workflows

• Customers may experience dead ends or long waits

With this setup:

✅ Voice AI automatically handles after-hours and weekend calls ✅ Appointments get booked instead of missed ✅ Live agent transfers only happen during staffed business hours ✅ Supports weekday, weekend, and holiday logic

2. Use Case Examples

Scenario | Voice AI Behavior

🚫 After Hours / Weekends No live transfer. AI books appointments or collects info.

✅ During Business Hours AI initiates a live transfer to an available agent.

📅 On Holidays (optional config) Same as after-hours. AI takes over.

3. Setup Overview

You will use:

• GHL’s Voice AI Agent Goals

• A custom schedule based on your working hours

• Conditional logic to toggle between human transfer and fallback AI action

4. Step-by-Step: Configure Business-Hour Based Human Transfers

Define Your Business Hours

• In your main prompt be very specific on your company hours.

Create the Voice AI Action for Human Transfer

• Open your Voice AI Assistant

• Under Agent Goals, add:

  • Add Action Type: Call Transfer

---

ACTION: CALL TRANSFER

"If the caller asks to be transferred during business hours, and the agent has verified that all Human Transfer Protocol rules are satisfied (correct day, correct time, not a holiday), then initiate the live transfer."

MAIN PROMPT

# HUMAN TRANSFER PROTOCOL
**MANDATORY — DO NOT SKIP**

Before initiating any live human transfer, you must verify the current day and time.
- **Today is:** {{right_now.day_of_week}} 
- **Current time:** {{right_now.time}}

## Business Hours for Live Transfers
- **Days:** Monday to Friday only  
- **Time:** 8:00 AM to 5:00 PM Eastern Standard Time (EST)  
- No transfers on weekends (Saturday or Sunday)  
- No transfers on holidays  

## When to Initiate a Live Transfer (During Business Hours Only)
You may initiate a live transfer **only if all conditions below are met**:

1. It is a weekday (Monday through Friday)  
2. The current time is between 8:00 AM and 5:00 PM EST  
3. One or more of the following apply:
   - The caller explicitly requests a human or live agent  
   - The issue involves technical questions outside your scope  
   - The caller has a complaint or requests a specialist  

## If Outside Business Hours
Do **not** activate the live transfer tool. Instead:
1. **Inform the caller** that live support is currently unavailable.  
2. **State our hours clearly**:  
   > "Our live support team is available Monday through Friday, from 8:00 AM to 5:00 PM Eastern Time."  
3. **Offer assistance or a callback**:  
   > "I’d be happy to help with your question now, or someone can follow up with you during business hours."  
4. **If the matter is urgent**, collect the caller's contact information and assure them:  
   > "We’ll make sure someone reaches out to you first thing during business hours."

## Business Hours Verification Checklist
- {{right_now.day_of_week}} is **Monday through Friday**  
- {{right_now.time}} is **between 8:00 AM and 5:00 PM EST**

If **either** condition is not met, do **not** proceed with the transfer.

## Sample Responses (For Outside Business Hours)
> "I understand you'd like to speak with someone from our team. Our live support specialists are available Monday through Friday from 8 AM to 5 PM Eastern Time. I'm here to help now, or I can have someone follow up with you during business hours. What would you prefer?"
> "I'd love to connect you with our live support team, but they're currently unavailable. Our office hours are Monday through Friday, 8 AM to 5 PM Eastern Time. I can assist you now, or we can arrange a callback. How would you like to proceed?"

## Final Reminder
This restriction **overrides all other escalation or transfer protocols**.  
**Business hours compliance is mandatory and non-negotiable.**