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The Switch Communication skill lets your agent move a live conversation from one phone number to another. Typical use case:
  • You call someone on their office line.
  • They say, “I have to leave, can we switch to my cell?”
  • The agent collects their mobile number.
  • Fluents ends the current call and immediately starts a new outbound call to the new number, using a number you configure.
This is useful when contacts want to continue the same conversation on a different phone (for example, from desk phone to mobile).

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How it works

With Switch Communication enabled:
  1. During a call, if the caller indicates they want to continue on another number (for example, “call me on my cell”):
    • The agent asks for and confirms the new phone number.
  2. The agent uses your configured Caller Number as the caller ID for the new call.
  3. Fluents:
    • Ends the current call.
    • Immediately starts a new outbound call from the Caller Number to the number the caller provided.
  4. When the new call connects, the agent starts with your configured
    Switch Communication Message, then continues the conversation.
The switch is conversation‑driven: there are no explicit routing rules in the UI; the agent decides when to offer or accept switching based on how you write its prompt and how the caller speaks. Switch Communication is different from:
  • Call Routing – which transfers the current call to a pre‑defined fixed number.
  • Call Back Later – which schedules a future call rather than switching right away.

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Prerequisites

Before using Switch Communication, make sure:
  • Your workspace has at least one Fluents Number that can be used as the Caller Number (for the new call).
  • Your agent is configured for phone calls (telephony provider + number).
  • You are comfortable with the agent:
    • Ending the current call, and
    • Starting a new outbound call immediately.
The new number the caller provides must be a valid US 10‑digit phone number. Standard DNC behavior still applies: if that number is later added to the DNC list, future calls to it will be blocked.

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Enable Switch Communication on an agent

  1. Go to Agents and select your agent.
  2. On the Basic Information tab, find Choose Skills.
  3. Click Switch Communication to add the skill.
  4. The Configure Switch Communication dialog opens.

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Configure Switch Communication

In the Configure Switch Communication dialog you’ll see:
  • Caller Number (required)
    • Choose the Fluents Number that should be used as the caller ID for the new call after switching.
    • This is often a number that is SMS‑ or mobile‑friendly, or simply the main number you want contacts to see.
  • Switch Communication Message
    • The initial message the agent uses on the new call after switching.
    • Example:
      “Hey, this is again. Want to continue where we left off?”
After setting these, click Save in the dialog, then save the agent.

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Caller experience

Here’s how a typical switch looks from the caller’s perspective:
  1. You call them (or they answer an outbound call) on their office number.
  2. During the conversation they say something like:
    • “I’m heading out, can you call my cell instead?”
  3. The agent responds along the lines of:
    • “Sure, what number should I call?”
    • Confirms the 10‑digit mobile number.
  4. The agent ends the current call with a brief closing line.
  5. Within moments, their cell phone rings:
    • The caller ID is the Caller Number you configured.
    • When they answer, the agent starts with the Switch Communication Message, then continues the conversation as before.
This keeps the conversation going with minimal friction, just on a different device.

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Best practices

  • Choose a good Caller Number
    Use a number that:
    • You are comfortable exposing as caller ID.
    • Is associated with your brand or team (for example, your main sales or support number).
  • Write a clear initial switch message
    In the Switch Communication Message, remind the caller:
    • Who you are.
    • That this is the continuation of the previous call.
    • That you’re switching lines at their request.
  • Explain when to switch in the agent prompt
    In your Agent Prompt, describe:
    • Under what conditions the agent should offer or accept switching to another number (for example, only when the caller clearly asks).
    • Any constraints (for example, don’t switch in the last minute of a call).
  • Test end‑to‑end
    Use Test Call Agent and:
    • Simulate asking to be called on a different number.
    • Verify:
      • The current call ends as expected.
      • A new call is placed from the correct Caller Number.
      • The agent uses the Switch Communication Message correctly.

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