# Hand calls to a person: your team or GH Live agents

Help Center · Calls and handoffs · Updated 2026-10-04

**In short:** When a caller needs a person, your receptionist tries a free GH Live agent (if you have GH Live), then your team list, then your transfer number. Whoever answers hears a short briefing first. If nobody answers, it takes a message.

Your AI receptionist handles most calls. When a caller asks for a person, is upset or has an emergency, it can pass them on.

## Who it tries, in order

1. **A GH Live agent**, if you have GH Live and an agent is free.
2. **Your team list**, set on the **Team calls** page.
3. **Your transfer number**, set on the **Receptionist** page under **Call rules** ("Send urgent calls to").

The caller hears ringing while it looks for someone.

Whoever picks up hears a short spoken briefing first: who is calling and why. Then the caller is connected.

## If nobody answers

Your receptionist comes back to the caller, apologizes and takes a message. Your team gets one **Transfer not answered** alert. It won't try to transfer again on that call.

## Your own team

Open **Team calls** in Vocenya. Add the people who should take calls:

- **On their mobile.** We confirm the number first: we call it and read out a six-digit code. When a call comes, they press 1 to take it.
- **In the Vocenya app.** They open the **Calls** tab in the app once to set it up. The app rings while it is open. [Take calls in the app](/help/mobile-app/take-calls-in-the-app).

Choose how they ring:

- **Everyone at once.** The first to answer gets the caller.
- **One after another**, in the order you set.

Each person can be set to ring only during business hours, and can pause their calls.

## GH Live agents

GH Live is trained people from GH Business Solutions who take the calls your receptionist hands off. They see the AI's summary of the call before they pick up.

- GH Live is an add-on. Each business gets its own per-call rate, and you only pay for calls an agent answers.
- To ask for a price, open **Billing**, find **GH Live agents** and tap **Request pricing**. Tell us roughly how many calls and which hours you need. Nothing is turned on or charged until you agree.
- GH Live is not available during the free trial. Calls go to your own team instead.
- You can turn it off yourself in **Billing**. Calls that need a person then go to your own team.

[Learn more about GH Live agents](/live-agents).



## Frequently asked questions

### Do GH Live agents see what the caller already said?

Yes. They see the AI’s summary and the details it captured before they pick up, so the caller doesn’t have to repeat themselves.

### What if I don’t have GH Live or a team list?

If no one can be rung, your receptionist doesn’t offer a transfer. It takes the caller’s details and promises a callback.

## Related articles

- [What happens on a call](https://vocenya.com/help/calls-and-handoffs/what-happens-on-a-call)
- [Take handed-off calls in the app](https://vocenya.com/help/mobile-app/take-calls-in-the-app)
- [Add-ons and the bundle discount](https://vocenya.com/help/account-and-billing/add-ons-and-bundle-discount)

---

Source: https://vocenya.com/help/calls-and-handoffs/hand-calls-to-a-person
Vocenya, powered by GH Business Solutions. Start a free trial: https://vocenya.com/register