What's happening

A caller should have been put through to a colleague, but wasn't. Check these, in order, on Settings → Call forwarding.

1. Is any department set up?

With no departments, Scarlett never offers to transfer — she takes a message instead. Add one with Forward calls to your team.

2. Is the department paused?

A paused department stays saved but Scarlett won't transfer to it. Switch it back on.

3. Did the call actually match?

She only transfers when the caller clearly matches your "when to use it" description — she won't transfer just because someone asks for a human. If matches are being missed, make the description broader.

4. Is the number one she can dial?

She only forwards to UK landlines (01, 02, 03) and mobiles (07). If you entered a premium-rate, freephone, personal-numbering or non-UK number, it was refused when you saved it.

What's next

• Forward calls to your team — set up and edit departments.
• What Scarlett says and does on a call — how she decides to transfer.