A new handling type for IVR menu options under Attendant → IVR Menu -> Transfer using options.
What it does: The caller selects the menu option and goes straight to the configured destination. There’s no AI greeting and no triage. A ticket is still created, and the call is still recorded and transcribed, with both attached to the ticket.
Why we built it: Before this, partners who didn’t want the AI speaking on certain lines had to choose Transfer Only, which meant those calls never showed up in Thread. "Record and transcribe" gives partners a direct transfer without losing the ticket, recording or transcript, essentially Minimal AI mode.
Best for: Emergency lines, executive direct lines, and any line where callers expect to reach a person right away but you still need a record for documentation, SLA tracking and follow-up.
Settings: Minimal AI Transfer inherits the Attendant’s existing Overflow, call timeout and technician briefing settings, the same way Advanced AI Transfer does.
Transfer options are now:
- AI Triage and Transfer -> AI attendant transfer
- Record and transcribe -> Minimal AI transfer
- Transfer to Overflow -> Overflow
- Transfer only --> no ticket, recording, or transcription