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Waterfall Transfers allow you to set-up scenarios in which Ring Jenny will initiate a warm transfer.. but, unlike the standard warm transfer feature, Ring Jenny will call an ordered list of five numbers until someone picks up. Perfect for emergency on-call rotations, urgent calls, and high priority leads. *Available on the Growth Plan

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How It Works

When a caller asks to be transferred to a department set up for waterfall routing, Ring Jenny will:
  1. Place the caller on a brief hold and try the first number on your list
  2. If someone picks up, share context about the caller and confirm they can take the call before connecting them
  3. If nobody picks up, or the person can’t take the call, move on to the next number
  4. Check in with the caller periodically so they know she’s still working on it
  5. If she gets to the end of your list without reaching anyone, offer to take a message instead

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Important! Save the number Ring Jenny will call from

Save this number to every phone on your transfer list: (659) 999-9698 Ring Jenny calls from this number whenever she has a transfer for you. Saving it in your contacts is important because:
  • It helps everyone on your team recognise incoming transfers as high-priority calls instead of unknown numbers
  • It’s required if anyone on your list uses Silence Unknown Callers on iPhone — otherwise Ring Jenny’s call will be silenced and sent to voicemail without ringing

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Setting Up a Waterfall Transfer

  1. Log into Ring Jenny
  2. Navigate to Agent Settings → Transfer Calls
  3. Click Add Scenario
  4. Select the Waterfall toggle at the top of the modal
  5. Add your primary number, then add backup numbers in the order you want Ring Jenny to try them
  6. Optionally, brief Ring Jenny on information to collect from the caller before attempting the transfer
  7. Set the transfer availability schedule so the scenario only runs when someone’s around to take it
  8. Save

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Collecting Info Before the Transfer

Both warm and waterfall transfers let you brief Ring Jenny on what to find out from the caller before she attempts the transfer. She’ll use that information to summarize the call for whichever recipient picks up.

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While the Caller Waits

To keep callers from worrying they’ve been forgotten, Ring Jenny checks back in between attempts with something like: “Thanks for your patience. I’m still trying to get a hold of someone for you. I’ve got a few more numbers to try, so bear with me.” If she reaches the end of your list without connecting, she’ll let the caller know and offer to take a message so the right person can follow up.

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Reviewing a Waterfall Transfer After the Call

After the call wraps, the call’s details page shows which numbers Ring Jenny tried, who picked up (or whether everyone was unavailable), and any info she collected from the caller before attempting the transfer.

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FAQs

What happens if every number on my list goes unanswered? Ring Jenny will let the caller know she wasn’t able to reach anyone and offer to take a message instead. Does the caller hear the other phones ringing? No. Ring Jenny keeps the caller on a brief hold while she works through the list. You can choose the hold music the caller hears when setting-up your Waterfall Transfer scenario. What if the person who picks up can’t take the call right then? Ring Jenny thanks them and moves on to the next number on the list. Can I have different schedules for different transfer scenarios? Yes. Each transfer scenario has its own availability schedule, so you can route after-hours calls differently from business-hours calls. Can I mix cold, warm, and waterfall scenarios in the same account? Yes. Each scenario is independent, so you can choose the transfer style that fits each department or use case. Can I reorder the backup numbers later? Yes. Open the scenario in Agent Settings → Transfer Calls and reorder the numbers anytime.

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Plan Availability

Waterfall Transfers are available on the Growth Plan.