Live Transfers - Myra Docs

Call new leads within seconds and connect them live to the first rep who answers.

Live Transfers (formerly called Call Bridging) is built for "speed to lead". The moment a lead comes in, Myra phones them, checks they're a real person who is free to talk, rings your team, and connects the lead to the first rep who picks up. Your reps never have to dial out by hand.

Plan and access

Live Transfers is part of the Scale plan. On Starter and Growth, the tab shows a lock and an Upgrade to Scale prompt.
Only workspace admins can open the settings. Other team members see "You don't have access to this page", but they can still receive live transfers.

Where to find it

Open Call Centre from the sidebar, then the AI Live Transfers tab.

The header has a Build full recommended setup button and counters for presets, active presets and leads in the queue. Switch between:

Dashboard - performance for the last 7 days, 30 days or a custom range. It shows cards such as Attempts, Pickup rate, 1st call pickup, Transfer rate, Voicemail rate, Transferred, Avg ring, Time to bridge, Abandon rate, Queue depth and Best hour, plus a Daily volume chart of attempts, pickups and transfers. AI bottleneck analysis gives a written review of where transfers are being lost.
Presets - your live transfer rules, with three sub-tabs:
- Presets - one card per rule. Each card shows whether it is Active or Paused, how many attempts it makes and its daily cap.
- Live Queue - leads waiting to be dialled. Click Cancel to take a lead out.
- History - every past attempt and its outcome.

How a live transfer works, step by step

A lead comes in. A form is submitted, a tag is added, a lead moves stage, or you add the lead by hand. Myra finds the first active preset that matches the lead and adds them to the queue.
Myra checks it is OK to call. The lead must have a phone number and must not be on Do Not Disturb. The call must also be inside the preset's time window and under its limits. If it is outside hours, the lead waits in the queue until you open again.
Myra calls the lead. The lead sees your From number on caller ID. Their phone rings for up to 25 seconds.
Myra's AI asks if they can talk. As soon as the lead answers, Myra's AI voice says:

"Hi {first name}, this is Myra calling from {business name}. Are you available to speak with our team now? Say yes or no."

For example: "Hi Sam, this is Myra calling from Acme Roofing. Are you available to speak with our team now? Say yes or no." The business name comes from the preset's Business name setting, or your company name if that's blank. If the contact has no name, it starts with just "Hi,".
The AI listens to the answer.
- A clear yes ("yes", "sure", "go ahead", "connect me") moves on to the next step. Anything less certain, such as "maybe" or "yes, but not now", doesn't count as a yes.
- No, not now, busy or call me later ends the call. It is logged as Lead declined.
- A voicemail, answering machine or phone menu ends the call. It is logged as Reached voicemail.
- Silence or no clear answer: if there's still no clear yes or no about 25 seconds into the call, it ends and is logged as Reached voicemail.
- The lead hangs up during the greeting: this is logged as Lead didn't answer.
- "Hello? Who's this?" or another question: the AI doesn't reply, but it listens for about 15 seconds longer for a yes or no.
- A call-screening assistant ("state your name and reason for calling"): the AI repeats the greeting word for word, then waits up to about 45 seconds longer while the assistant passes the message on to the person.
In every case except a yes, none of your reps are rung, and the next attempt follows the preset's Retry ladder.
The lead is told they're being connected. They hear "Great, connecting you to an agent now. This may take up to 20 seconds.", then hold music or a ringing tone until a rep picks up.
Your team's phones ring. Myra rings your reps in the Myra app and/or on their mobiles, according to the preset's routing strategy. Reps using the app also get a push notification: "📞 Bridge call waiting". Each rep's phone rings for up to 20 seconds.
The first rep to answer is connected. That rep briefly hears "New Lead", then joins the lead on the call. Everyone else stops ringing, and their screens show "Picked up by {name}".
After the call. The call is recorded and transcribed and added to the contact's timeline. The lead moves stage according to your Stage progression settings. Any remaining retries for that lead are cancelled, because they have already been reached.

Timing is the same for every preset and can't be changed: the lead rings for 25 seconds and each rep for 20 seconds. You control who is rung, the routing, the business name in the greeting and the From number.

The AI says one thing, the greeting, and then listens. It doesn't answer questions such as "who is this?" or "what's this about?", and it doesn't sell or book appointments. The only time it speaks again is to repeat the greeting to a call-screening assistant. Every real conversation is with one of your reps.

Setting up a preset

On the Presets tab, click New preset, or open an existing card. The editor has these sections on the left: Trigger, Team, Call flow, Retries, Limits, then Cadence, Stage progression, Callback queue and Metrics, and finally Test call. Cadence, Stage progression, Callback queue and Metrics become available once the preset has been saved.

Use the Active / Paused switch at the top to turn the preset on or off, and click Save preset to keep your changes.

A brand-new preset starts as Active with the trigger New lead created. That means it will call every new lead as soon as you save. Set the trigger and your team before saving, or switch it to Paused while you set it up.

Trigger

Preset name - only your team sees this name.
Trigger event - what starts a transfer. The options are:
- New lead created
- Lead moved into stage - pick the Stages.
- Tag added to a lead - list the Tags, separated by commas.
- Any matching lead (always)
Pipelines - limit the preset to leads in certain pipelines. The default is All pipelines.
Country filter - Any country, United Kingdom (+44) or United States (+1). This checks the start of the lead's phone number.
Sources - limit the preset to certain lead sources. Leave it empty to allow any source.
Time window - switch it on to call only during chosen hours and days, in the workspace's timezone. Each range has From, To and Days settings. Use Add another range for different hours on different days, for example Mon-Fri 09:00-17:00 plus Sat 09:00-12:00.
- A range can run overnight, for example 20:00-02:00. The days you pick are the days the window opens.
- Leads that arrive outside the window wait in the queue and are called when it next opens.
- The time window is off by default. Switch it on for every client.

Every live transfer is outbound: Myra always calls the lead first, then connects whichever rep answers. If more than one active preset matches a lead, the first preset in your list is used.

Team

Team members to ring - tick each rep who should get transfers from this preset.
Click Settings next to a rep to choose Ring this user via:
- App - rings in the Myra app or browser tab.
- Phone - forwards the call to the mobile number in Forward to number, in international format, e.g. +447700900123.
This setting applies to that person on every preset and on normal incoming calls. It is the same setting as Settings → Phone Numbers → Call forwarding, so changing it in either place changes both.
Each rep shows App online or App offline. Myra rings every selected rep either way; the indicator just tells you who can actually answer in the app right now. If nobody can be reached, a warning appears at the top of the Team section.
Routing strategy:
- Ring all agents (default) - everyone selected rings at once. The first to answer gets the lead and the others are hung up.
- Round robin (Beta) - each new lead goes to the next rep in the list. That rep keeps the lead for every retry, and only that rep is rung. The contact's live transfer card shows who the lead went to.
- Assigned person (Beta) - rings the rep the lead is assigned to, if that rep is selected on this preset. If the lead has no assignee, or the assignee isn't on the preset, everyone selected rings.

Call flow

From number - the number leads see when Myra calls them. Automatic (the default) picks the best number for the lead's country, or you can choose one of the workspace's own numbers. The same number is used for test calls.
Business name - the name the AI uses in its greeting ("this is Myra calling from Acme Roofing"). Leave it blank to use the company name on the account. Check this on every preset, especially copies, so one client's leads never hear another business's name.

The rest of the call is fixed for every preset:

The AI greeting and the "Are you available to speak with our team now?" question.
The rep who answers hears "New Lead" before the lead is connected.
If no rep picks up, the lead hears "agents busy" and the call ends.

Greeting recordings and custom greeting text are no longer used. The AI greeting has replaced them.

Retries

Max attempts in retry ladder - how many times this preset calls the lead in total, including the first call (1-10).
Retry ladder - how long to wait between attempts, in seconds, separated by commas. For example, 300, 1800 means 5 minutes after the first call, then 30 minutes after the second.
A preview underneath shows the resulting schedule in plain English.

A retry is made when the lead doesn't answer, when the call reached voicemail, when the lead says they can't talk right now, or when your reps miss the call. Retries stop as soon as the lead is connected to a rep.

Limits

Daily cap - the most calls this preset can make in any 24 hours. 0 means unlimited. Only calls that actually started count towards it. Once the cap is reached, further leads for this preset are not dialled, so set it to at least (leads per day x attempts per lead).
Per-lead cap - the most calls this preset will ever make to one lead. 0 means unlimited.
Stop calling when the lead reaches a stage - pick a stage. Once the lead is at that stage or a later one, remaining calls are cancelled.

Cadence

Redial cadence (long-term cycle) controls how often leads in the Callback queue are called again. It works in minutes, not seconds.

Max attempts in cycle
Intervals (minutes between cycle attempts)
Only call during business hours, with Calling days, Start, End and Timezone

A preset shows Inheriting default until you change its cadence. Click Save cadence to keep your changes, or Reset to default to undo them.

Stage progression

Under Stage advancement on call, pick a Pipeline, then choose where the contact moves after each call attempt:

If they spoke to an agent, move to
If lead answered but no agent, move to
If connected but no conversation, move to - for example, a rep got a voicemail or nobody spoke.
If the lead didn't answer, move to

Any of these can be left as Don't change stage. Click Save progression to keep your changes.

Callback queue

This lists leads waiting for a follow-up call from this preset. A lead is added here when your reps miss a transfer, or when a lead leaves a voicemail asking to be called back. Use Call now to dial straight away, or Cancel to remove the lead.

Metrics

The same dashboard as the top of the page, showing this preset only.

Test call

Enter Number to call (to) with its country code, e.g. +447700900123, and click Place test call. Myra calls that number from the preset's From number and the AI greets you by your own first name and asks if you're available. Say "yes" and it rings your team, just as it would for a real lead. A test call ignores the preset's trigger and time window.

Test with a real mobile. Numbers that forward, such as virtual numbers or office systems, can answer instantly and give a false result.
Don't test with a number that is also a rep's forwarding number on this preset. The lead and the rep would be the same phone.

Duplicating a preset

Hover over a preset card and click the copy icon. The copy is named " (copy)" and starts Paused, so nothing dials until you have checked it. Always check the Business name on a copy, so one client's leads never hear another business's name.

The Live Transfer starter pack

Click Build full recommended setup at the top of the page, read through the steps, then click Build it. It installs:

Live transfer form template - a qualifying form, named "Live Transfer Form Template". Its final question asks the lead whether they want a priority call now or to book a time. It has two endings:
- Thank you (Live) - adds the tag live-transfer.
- Thank you (Booking) - sends the lead to your booking calendar.
Live transfer preset template - a preset called LIVE TRANSFER (NOW), triggered by the tag live-transfer. It is created switched off with no reps selected, so nothing dials until you're ready. It calls Mon-Fri 09:00-17:00 and retries once, 2 minutes after the first call.
Automation templates, created paused:
- Lead -> Live Transfer (Now) - when the live-transfer tag is added, posts a Slack alert with the lead's form answers and "Live Transfer In Progress".
- Booking Created -> Slack Alert - when a lead books, posts a Slack alert with the appointment time and "Live Transfer Pending".

How it fits together: a lead who chooses a priority call finishes on the Thank you (Live) ending. That adds the live-transfer tag, which starts the LIVE TRANSFER (NOW) preset and the Slack alert. A lead who books a time gets a booking and a Slack alert, but is not called automatically at the appointment time.

What you still need to do:

Replace Questions 1-8 with your own questions, keeping the priority-call question. Set the pipeline and calendar on both endings, check the time zone, then publish the form.
On the preset, add your reps and a From number, check the Business name, then switch it on.
On both automations, pick your Slack connection and channel, then activate them.
Use Test call with your own mobile to check the whole path.

Installing the pack twice is safe: anything that already exists is skipped.

Using live transfers in automations

Under the Live transfer group in the automation builder, you can use these actions:

Add to live transfer preset - queues a transfer for the contact. Choose a Live transfer preset or Auto-pick (matching preset), and optionally set Delay before dialling (minutes). It is skipped if the contact has no phone number or is on Do Not Disturb.
Remove from live transfer - cancels pending and scheduled attempts and callbacks, for All presets or just one. It doesn't affect a call that is already ringing or connected. Use it when a lead books, buys or asks not to be called.
Schedule live transfer callback - adds the contact to the callback queue.

You can also use these triggers and tokens:

The Live transfer connected trigger fires when a lead has been connected to a rep. It does not fire for voicemails.
On that trigger, these tokens describe who answered: {{live_transfer.answered_by_name}}, {{live_transfer.answered_by_email}}, {{live_transfer.answered_by_phone}} and {{live_transfer.answered_call_duration}}.

Example: call a lead at their booked time. Nothing does this automatically, but you can build it yourself with the trigger Appointment start time reached and the action Add to live transfer preset.

Adding or removing leads by hand

One contact: open the contact and click Add to live transfer preset. Pick the Preset and When to start: Immediately, After a delay or At a specific time.
Many contacts: select contacts on the Contacts page and click Live transfer. Contacts with no phone number, already queued, or at their cap are skipped.
Stopping calls: use Remove from live transfer on the contact's Live transfer schedule card, or Cancel in the Live Queue or Callback queue.

The Live transfer schedule card on the contact shows "Called X of Y times", each call and its result, and any calls still planned. When dialling stops, the card explains why, for example Removed, Stopped at stage, Do Not Disturb, Daily limit reached or All attempts used.

What happens when...

The lead doesn't answer

A note is added to the contact's timeline and the next attempt follows the Retry ladder. The contact moves to your If the lead didn't answer stage, if you set one.

The lead says no, or the AI can't confirm them

None of your reps are rung. The call ends, the reason is added to the contact's timeline, and the next attempt follows the Retry ladder. A lead who says "not now" will be called again at the next rung, so keep the ladder short.

The lead says yes but no rep picks up

The lead hears "agents busy" and the call ends. The contact gets the note "Agents did not pick up", and the retry ladder carries on. The lead is also added to the preset's Callback queue. If a lead should get a personal call back instead, use Remove from live transfer on their contact and call them yourself.

The lead is on Do Not Disturb

No call is made, and the transfer is closed. You can set DND with the "Enable Do Not Disturb" automation action.

The same lead submits again

A new submission starts a fresh transfer and cancels the old schedule. The card shows Merged.

Voicemail

Your reps are only rung after the lead has said "yes" to the AI's question. A voicemail greeting, phone menu or answering machine can't give that answer, so these calls end before your team is rung. They show as Reached voicemail, and the next attempt follows the retry ladder.

This means reps are very rarely connected to a voicemail. The trade-off is that Myra won't connect a lead who doesn't answer the question clearly. If you see a lot of Lead declined or Reached voicemail results, listen to a few recordings in History to see what leads are saying.

If a rep does answer and hears silence or a recording, they should just hang up. Nothing has gone wrong.

The best way to reduce voicemails is to only call leads who have just asked to be called, like the "priority call" question in the starter form.

Call forwarding rules

If a rep's Ring this user via setting is Phone:

Forward to a mobile only. Never use an office main line, reception desk, landline, or anything with a menu ("press 1 for sales"). These can answer the call before a person does, and the transfer gets stuck or ends.
Turn off call screening, Live Voicemail and call assistants on that mobile. These answer the call automatically, so Myra treats it as answered. The lead is then connected to a robot, and every other rep on the preset stops ringing. See Call Forwarding Essentials for step-by-step settings for iPhone and Android.

If a rep answers in the app, they need a Myra tab open and signed in (Chrome recommended), the device setup completed, and sound allowed in the browser.

History and logs

Each attempt in History shows its outcome:

Bridged, with how long it took to connect
Lead declined - the lead answered but said they weren't available
Reached voicemail - including phone menus, answering machines and no clear answer
Agent didn't pick up
Lead didn't answer
Couldn't start the call
Call failed
In progress

It also shows who picked up and a timing breakdown:

Dial-out - how long Myra took to place the call.
Ringing - how long the lead's phone rang before they answered.

If the phone provider refused the call (for example an invalid number, an unsupported destination or a billing block), the attempt shows Couldn't start the call. Hover over it to see the number dialled, the From number and the reason.

Calls are recorded and transcribed, and a note for every outcome is added to the contact's timeline.

Troubleshooting

Nothing happens when a lead comes in

Check the preset is Active and its Trigger event matches how the lead arrives. For example, the starter pack needs the form's Thank you (Live) ending to add the live-transfer tag.
Check the lead is inside the Time window, matches any Pipelines, Country filter or Sources, and hasn't hit the Daily cap or Per-lead cap.
Check the lead has a phone number and isn't on Do Not Disturb. The contact's Live transfer schedule card and timeline explain why a call was skipped or stopped.
Leads brought in by bulk import are never dialled automatically. Use the Live transfer bulk action instead.

The call fails, or rings the wrong country

Myra dials the number exactly as saved on the contact, so it needs the country code (for example +44... or +1...).
Where a number comes in without one, Myra works out the country from your workspace settings. A local number in another country format can end up dialled wrongly. Check the saved number on the contact.
The Country filter only recognises numbers saved with the country code.
Make sure you have an active phone number and enough balance in your telephony wallet. The From number must be one of the workspace's own active numbers, or leave it on Automatic.

The lead answers but nobody picks up

Check the reps on the preset are App online, or have Phone selected with a valid mobile number.
App users need a Myra tab open, notifications on and microphone permission granted.
Remember that each rep only rings for 20 seconds. With Round robin, only one rep is rung per lead.

Lots of attempts end as Lead declined or Reached voicemail

Listen to a few recordings in History. Leads who didn't just ask to be called are more likely to say no or ignore the question.
Only call leads who have asked for a call, like the "priority call" question in the starter form.
Check the Business name is one the lead will recognise.

Reps say the transfer "connected but nobody was there"

The lead may have hung up while waiting. Check the recording in History.
If it keeps happening for one rep, check that rep's mobile for call screening or Live Voicemail (see Call Forwarding Essentials).

Every rep stopped ringing, but nobody answered One rep's phone answered automatically, through a screening assistant, voicemail or office system. Turn those features off on every forwarded phone.

FAQs

Does an AI talk to my leads? Only briefly. Myra's AI greets the lead, asks if they're available to speak with your team now, and listens for a yes. It doesn't reply to questions or hold a conversation. If the lead asks "who's this?", the AI stays quiet and keeps listening for a yes or no. Every real conversation is with one of your reps.

What if the lead says no? The call ends without ringing your team, and the attempt shows Lead declined. The next attempt follows the preset's Retry ladder, so set the ladder with that in mind.

Does it ring one rep, everyone, or take turns? Choose per preset: Ring all agents, Round robin or Assigned person. There is no "one after another" option; with Ring all agents, everyone rings at once.

How fast is the lead called? Within seconds of the trigger, provided it's inside the preset's time window. With the starter form, the call usually lands 30 seconds to a minute after the lead clicks "priority call".

Is there silence while the lead waits? No. After they say yes, the lead hears "Great, connecting you to an agent now. This may take up to 20 seconds.", then hold music or a ringing tone until a rep picks up.

Can reps take transfers on a landline or desk phone? No. Use the Myra app, or forward to a mobile. Office lines and phone systems with menus or announcements are not supported.

Do reps need to be watching the screen all day? No, but they must be reachable: a Myra tab open with sound on, or their mobile with forwarding set up, during your calling hours.

Can I only call during business hours? Yes. Switch on the Time window on the preset. Leads that arrive out of hours are held and called when you next open.

Can I get unlimited attempts? Yes. Set Daily cap or Per-lead cap to 0. Be careful: calling the same lead over and over tends to lower pickup rates.

Will a lead be called again after they've spoken to a rep? Not by the same transfer. Once a lead is connected, their remaining attempts are cancelled. A new form submission starts a new transfer.

Can I get a Slack alert for new transfers? Yes, with the Lead -> Live Transfer (Now) automation template, or any automation you build. Live transfers don't send Slack or SMS messages by themselves.

What should I tell a new client before going live?

Leads will hear an AI voice ask if they're available before they're connected. Make sure the Business name is theirs.
Have reps ready in the app or on a mobile during calling hours.
Turn on the time window.
Place a test call before launch.