Can my AI agent forward calls to a person or work as a phone menu (IVR)?

Yes. In the agent's workflow, use the call forwarding node.

Conditional forwarding: you can forward only during set hours, for example Monday to Friday from nine to five, and enter the numbers to forward to. A forwarding rule can also be based on availability hours.

AI-picked forwarding: you can write instructions such as send sales inquiries to one person and support questions to another, and the AI chooses who to forward the call to.

Phone menu (IVR): if you want callers to press a key instead of talking, turn on allow telephone keypad press on the node.

One phone number can serve several purposes this way. For example, the agent can ask whether the caller wants to book an appointment or try a demo call and send them to the right place. There are many node types, so you can build most call flows.