Introducing Live Transfer

Jenn Marie

When we first launched Smith.ai, we spoke with numerous pros about the features they found important. Surprisingly, live transfer (also known as “warm phone call transfer”) was not at the top of the list. Instead, our pros wanted an answering service that would free up their time, and reduce the amount of calls they received. As our business grew, we decided it was time to revisit this feature. Now, after some significant updates to our already streamlined system, we introduce Smith Live Transfer.

Your All-Around Receptionist

Smith’s primary goal is to free up time for you to handle business. However, we realize there may be times you want to talk directly with certain people. Similar to how a front-desk receptionist knows when to take a message and when to send the call to you, our Smith agents are now equally empowered.

When we receive a call, our expert virtual receptionists identify the call’s priority, and if urgent, can contact you to connect the call. Because of Smith intelligence, they will be able to quickly identify which calls and callers justify live transferring. You can even let your receptionist know which calls to escalate to you.

An Industry Standard

Live transferring is not new. It is based on a switchboard-based system used by many businesses a few generations prior. This generation is fortunate enough to have that same concept hosted in the cloud. The result is a virtual call switchboard system, known as a PBX, that is used by many virtual receptionist services.

How Does It Work


  1. When an urgent call comes in, a single click by our agents automatically dials out to your number. If you are available to take the call, you are connected. Then, our receptionists end their call, leaving you and your client to engage in a private conversation.

  2. If you are not available, we will send you an instant message via SMS or
    with “urgent” priority in the email subject, together with all the client’s contact information, so that you can get back to them ASAP.

To make this a simple one-click process for our agents, we built our system using an advanced Voice-over-IP platform with dynamic call routing. We are combining multiple channels of communications like voice, SMS and email to handle different call priorities. Because of our intelligent software architecture, we are able to deliver this feature without any extra charge to our pros.

It is just another example of how Smith plans to be the new standard for virtual answering services.

Jenn Marie

I began my writing and marketing career in 1993 for Taw Caw Little League, a community organization managed by my father at the time. At a young age, I learned the importance of well-written brochures, newsletters, and programs as well as the many challenges of running a fundraising concession stand.

But the unlimited supply of candy made it all worthwhile.

My childhood exposure to community development grew into an adult love of community service. As a young adult, I spent multiple years involved in full time community service through both Xavier University’s United Way Service Fellows program and National AIDS Fund AmeriCorps. During these times, I worked with young children and teens as an educator on literacy, sexual health, and HIV prevention.Helping others through communication was quickly becoming my passion.

Although active on the Internet since 1997, I first began working online in 2002 for Dell Computers. I was responsible for teaching people how to shop online, and it was a job I took very seriously.Upon graduation, I was hired by Microsoft, at the dawn of the Software as a Service (SaaS) and cloud computing boom. I completed three Microsoft certifications within a few months, vastly increasing my technical aptitude and sales skills.In 2010, I began leveraging the internet for projects that combined my journalism, customer service, and sales background. During that time, I completed writing projects for  a variety of internet marketing firms as well as established websites such as Avvo.com and Groupon.  I also worked part-time for Amazon.com as a virtual customer service agent.I’d built a career off of the internet, and was now ready to build my own business.I left Amazon in 2014 to build my business full time. A few months later, I founded Jenn Marie Writing & Marketing, LLC  with a team of four freelancers. Since then, we have scaled up and down to meet client demand for  content writing, blog posting, and social media management services.

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