When a call gets transferred, you don’t want your customer to end up in someone’s voicemail. Now they won’t. If the person you transfer to doesn’t answer (or declines), Upfirst detects the voicemail pickup and routes the call back to your AI receptionist so they can take a message.

To turn it on, go to Agent → Transfer calls, edit (or add) a rule, and choose the new transfer option that keeps the receptionist in the loop if the person doesn’t pick up.

Tip: Pair this with custom notifications so the right person gets the message. Go to Agent → Notifications, add a teammate, set Only if, and write a condition (e.g., only notify email if the caller asked for Jessica).

You can now filter your calls by date. Go to Calls → Filter and select Date Range.

You can now download an XLSX file of your call history, so you can run your own analysis and build custom reports outside Upfirst.

Go to Calls in the left-hand menu, then click Download XLSX in the top right.

The export includes start time, end time, duration, caller number, summary, transcript, tags, whether the call was a hang up or spam, and any info you collect from callers (like name and email).

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Your Upfirst receptionist can now dial DTMF tones during a call—so it can get through automated prompts like “Press 1 to accept."

Set it up under Agent → Knowledge by telling your receptionist what to dial and when. For example: “If someone calls from Jackson Correctional Institute, dial 1 to accept the call.”

This helps you answer calls that used to get stuck behind call screening, collect-call systems, or building entry lines where you need to dial a digit/code to unlock the door.

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