A transfer pool groups several of your existing transfer contacts under one destination, for example your sales team.
When a caller asks to be transferred to that destination, Sandra connects them with one available member of the pool.
Calls are shared across the team rather than always going to the same person.
Transfer pools can be created and managed by Group Admins and Managers.
Menu path: Inbound Calls > Call transfers > Transfer Pools section
section.
How it works
At the start of each call, Sandra selects one member of the pool at random.
Only members who are available at that moment are taken into account. Availability follows each contact's own settings: availability hours, linked business unit schedule and any exceptional periods.
By default, every member has the same chance of being selected. You can adjust the weights if you would like some members to receive more calls than others.
The selected member stays the same for the whole call, including if Sandra tries the transfer again.
If no member is available, Sandra follows the instructions you set in Description (not reachable), for example taking a message.
A contact can belong to several pools and keeps their own hours and instructions in each one.
Before you start
Only existing transfer contacts can be added to a pool.
If someone is not in your contact list yet, add them first with Add Contact on the Call transfers page.
For more details, see Call transfer configuration.
Step 1. Open the Call transfers page
Click Inbound Calls in the top menu bar, then Call transfers.
Select your dealership at the top left.
To set up a pool for one specific line, use Filter by phone.
Step 2. Create a new pool
In the Transfer Pools section, click New pool.
The New transfer pool window opens.
Step 3. Name the pool
Enter a Pool name, for example "Sales – any available advisor".
This name is shown wherever the pool is offered as a destination.
Step 4. Add the descriptions
Description (required, at least 10 characters): explain clearly what the pool is for.
Sandra uses this to decide when to transfer a caller to the pool. Example: "New vehicle sales enquiries, test drives and quotes."
Description (not reachable) (optional, at least 10 characters if filled in): tell Sandra what to do when no member is available, for example "Take the caller's details and let them know an advisor will call them back."
Step 5. Select the members
Under Members, tick the contacts you would like to include.
Each contact is shown with their phone number, business unit and availability hours.
Select at least one contact.
Step 6. Adjust the weights (optional)
Each selected member has a Weight field.
Weights are shared out of 100: when you tick members, the 100 is split equally between them, and the Total under the list shows the current sum (for example 100 / 100).
To give a member more or fewer calls, change their weight. The members you have not locked are adjusted automatically so the total stays at 100.
Click the lock icon next to a weight to keep it fixed while you change the others. Click it again to unlock it.
Click Equalize to go back to an equal split.
For example, with weights of 60, 30 and 10, the first member will receive around 60% of the calls over time.
Step 7. Save the pool
Click Create pool.
The pool now appears in the Transfer Pools section and is available to Sandra on the next call.
To change it later, use Edit pool on the pool card.
Good to know
Pools work best for teams that do not already have call distribution on their own phone system.
If a line already rings several people through your phone system, you can keep transferring to that line directly.
The selection is based on probability, so over a small number of calls one member may receive a few in a row.
Over time, the split follows the weights you have set.
To change a member's hours or instructions, edit the contact in the Call transfers list. The change applies to every pool that contact belongs to.