Dial and transfer calls in a sequence

Warning: Voice sequences are in preview. Steps, entry data, and the sequence definition format can change in ways that break existing sequences and API requests.

Managed voicemail and record-call transfers are not available in the dashboard yet. Connecting a call and transferring to another entry in the same sequence are available in the dashboard.

Use Connect call to call another phone number or ring your team during a sequence. Use Transfer to continue at another call entry or a managed service, such as voicemail.

Dialing places a real additional call and remains subject to calling permissions, destination controls, and charges.

Connect a caller to a destination

1. Add Connect call after the menu choice or prompt that leads to your team.
2. Under Connect to, choose Phone number, SIP trunk, or Ring group.
3. For a phone number, enter it with its country code, or map it from eligible earlier data. For a SIP trunk, choose the trunk and enter the number, extension, or name its routing expects. For a ring group, choose the group.
4. For a phone number or SIP trunk, set the Ring timeout. A ring group takes no timeout: it rings its online members five at a time, for up to 60 seconds in all.
5. Connect the outcomes to the appropriate continuation.

For a ring group, Completed follows the call a member answered. Busy means its members were busy, declined, or on another call, and No answer means nobody answered in time or nobody was online. Failed means Bird could not ring the group. Connect No answer to voicemail or a forward so callers are not dropped when nobody is online.

An interruption or uncertain call cleanup can end the run without taking a normal outcome. A connected failure path does not guarantee recovery from every telephone failure. Inspect the run and call records when the caller does not reach the expected fallback.

Repeat a menu or enter another flow

1. Add Transfer on the path that should change entry.
2. Select the destination under This sequence.
3. Supply data matching the destination entry's schema.
4. Preview the path through the new entry.

The transfer continues within the same call. It replaces entry data and clears earlier step outputs, so explicitly pass values needed after the transfer. Recording state and call limits continue. Use Transfer for a menu repeat; ordinary connections back to earlier steps are rejected as cycles.

Use a managed service

Managed destinations, including voicemail, record audio.

The dashboard destination picker currently offers entries in the same sequence. Managed destinations are not yet available in the dashboard. They take control as a terminal operation, without an ordinary next-step connection.

For preview, supply the managed transfer's Completed sample. That sample does not run the service or create a recording. Use a real test call to verify its audible behavior and artifacts.

Test the fallback paths

The Support routing and voicemail template includes completed, direct-voicemail, and no-answer scenarios. Replace its support number before real testing. Confirm the destination country is enabled under Destinations.

Preview the intended paths, then test with numbers you control. Check both the sequence's selected output and the telephone result in the call log.

Next steps

• Use sequence data.
• Preview and check a sequence.
• Test with real calls.
• Inspect sequence runs.