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Each agent’s General page decides where it sends callers who need a person and how it handles appointments. Click Agents in the sidebar and open the agent. It opens on General, and these settings follow Name, greeting and voice. Each agent keeps its own settings here, so an after-hours agent can book differently from your daytime one.

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Default transfer number

Under Transfers, the Default transfer number is the phone number your agent calls when it hands a caller to a person. When a caller asks for an employee who has a phone number, your agent transfers the call to that employee instead. Use a number that someone answers during business hours. If different teams handle different requests, keep the default number as the safest general handoff and add rules for when a caller should be transferred.
Transfer numbers must be in a country listed in the country menu next to the field: the United States, Canada, Puerto Rico, the United Kingdom, France, Germany, Spain, Italy, the Netherlands, Portugal, Mexico, Brazil, Israel, India, Japan, Australia, New Zealand, and Serbia. Transfers to numbers elsewhere don’t connect.
If your free trial started with a verified mobile number, your agent transfers calls only to it during the trial, and you can’t save a different number. Upgrade to Starter or Pro to change it. LobbyStack also forwards calls to this number when your voice minutes run out or overages reach your spending cap. Without one, those calls go to the mobile number you verified, if you have one. See Usage and limits.
1

Enter a number

Enter the complete phone number in Default transfer number.
2

Save

Click Save beside the field.
3

Add rules if needed

In the agent’s Rules, describe when it should transfer, take a message, or ask for callback details.
Add a transfer number when you want live handoff to a person. Without one, the agent takes callback or follow-up details so your team can respond from the dashboard.

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Staff answers first

Staff answers first rings one staff phone before your agent answers. You press 1 to take the call. If nobody presses 1 before the ring time ends, your agent answers as usual. A voicemail greeting can’t take the call, because it never presses 1.
1

Open the setting

Under Staff answers first, click Set up next to Ring your team first. Once it’s on, the button reads Edit, and the row shows when your team’s phone rings and its number.
2

Pick when to ring

Under When, click During business hours or Always. The line under the options says what happens to a call. During business hours follows your opening hours and skips closures.
3

Add the staff phone

Enter the number in Staff phone. It starts with your default transfer number, and you can change it.
4

Set the ring time

Choose 10, 15, 20, 30, 45 or 60 seconds in Ring for. The default is 15.
5

Add messages if you want them

Message before ringing plays before the staff phone rings. Message before the agent answers plays when nobody takes the call. Each holds 200 characters, and callers hear them in your default customer language. Serbian has no voice for these messages yet, so a business in Serbian skips them.
6

Save

Click Save.
To turn it off, click Edit, click Off under When, and click Save. Each ring uses one transfer attempt. Calls you answer use no voice minutes and appear in the Inbox as Answered by your team. Calls you answer end after 30 minutes. After 600 minutes of answered calls in 24 hours, new calls go straight to your agent until that total drops. This limit applies on every plan.
Don’t use a phone that forwards unanswered calls to your LobbyStack number. The call comes straight back to your agent.
Staff answers first needs a paid plan and works on Twilio numbers. On other numbers, the setting shows as unavailable. To compare it with carrier forwarding, see Forward your business line to LobbyStack.

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Appointments

Under Appointments, Booking sets what the agent does when a caller wants an appointment:
  • Books appointments: the agent checks your open times and books the appointment
  • Takes requests: the agent notes the service and preferred time, and your team confirms it from the Inbox
  • Doesn’t book: the agent takes a message instead
Before you rely on booking, add your services and opening hours. Connect your calendar so the agent avoids times already booked there. Cancellations and Rescheduling let the agent cancel or move appointments, and Caller verification sets how it checks who the caller is. You can require a texted one-time code or a keypad PIN before the agent changes any appointment.

Configure appointment changes

See how LobbyStack confirms the customer, updates the calendar, and hands off uncertain requests to your team.