> ## Documentation Index
> Fetch the complete documentation index at: https://docs.healos.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfers, messages, and texts

> What happens on a call: warm transfers, taking a message, after hours, texts, and emergencies.

## Warm transfer

<Steps>
  <Step title="The AI announces the transfer">
    "I'm connecting you with our front office now." The caller hears ringing while on hold.
  </Step>

  <Step title="Your staff line rings">
    When someone answers, the AI tells them who is calling and why.
  </Step>

  <Step title="The caller is connected">
    Nothing is recorded after the transfer connects.
  </Step>
</Steps>

If the line is busy, unanswered after about 30 seconds, or goes to voicemail, the AI comes back to the caller and takes a message. The outcome (connected, no answer, line busy, voicemail) is shown on the call under **Inbound Calls**.

<Tip>
  Transfer to a direct line or extension, not your main auto-attendant. An IVR answering the transfer makes the AI repeat "would you like to connect?".
</Tip>

## Taking a message

The AI collects name, DOB, callback number, and reason, files a task under **Inbox Tasks**, and tells the caller someone will call back. This is what happens whenever booking is off, the EHR is not connected, or routing says **Take message / task**.

## After hours

The after-hours greeting plays and the AI follows your **After-hours handling** setting.

<Note>
  If you want zero bookings outside office hours, keep "Take a message" and tell us so we can enable strict closed-hours mode for your practice.
</Note>

## Texts patients receive

* Appointment confirmation, if **Appointment Confirmations** is on.
* Intake form link, if **Send Intake Forms** is on and the caller is a new patient.
* Any links you configured under **Send Links via SMS**.

Intake links expire after a set time; patients can ask for a new one.

## Emergencies

Keywords trigger the **Emergency transfer number**, or the 911 / 988 guidance you configured under **Escalation**.


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