Sonant adds per-person transfer hours and warm-transfer analytics

Sonant, an AI phone receptionist for independent insurance agencies, added per-person hours, pre-booked time off and backups to its Transfer Directory, a Warm Transfer Analytics view of failed hand-offs by person and department, and separate call-flow instructions for when the office is open or closed.

Why it matters

For insurance agencies using an AI receptionist, the hand-off to a human is where callers in the middle of a claim, renewal or quote get dropped. These changes let an agency route around staff who are away and see who is missing transferred calls.

What's new

• Each person in the Transfer Directory gets their own hours: all day, office hours only, after hours only, or a custom day-by-day schedule.
• Vacations and holidays can be booked in advance, with a chosen backup person and an option for the receptionist to tell the caller it's passing them to someone else.
• Warm Transfer Analytics shows attempted transfers, failed transfers and the failure rate, broken down by person and department for any date range.
• Call-flow steps can hold instructions marked open-only or closed-only, so the receptionist follows only the set that matches current office hours.
• Smaller updates: an after-hours filter in the Calls section, on-call checks of phone numbers, emails, zip codes and VINs, a VIP-routing safeguard, and account name and manager shown first in call details.

Taken from the maker's own announcement, release notes or product pages. Claims about speed, accuracy or results are the maker's, not ours.

Worth knowing: The AI receptionist handles client calls and looks up callers in your agency management system, and can read team members' email addresses to callers on request; review what client data it sees and says. The sample failure-rate figures in Sonant's post come from a demo dashboard, not customer results.

Quick facts

Links

• Official site: https://sonant.ai
• Announcement / release notes: https://sonant.ai/blog/whats-new-at-sonant-team-hours-warm-transfer-analytics-and-office-hours-instructions

How it ranks

Sonant is ranked #5 in AI for Insurance Agencies. See our Sonant review and score. This update hasn't changed the score; scores change only when we re-review a tool against the rubric.

What we couldn't verify

• quick_facts.pricing

Checked 2026-11-05 from the maker's own pages. Features, availability and prices change, so confirm with the vendor, and review any tool against your firm's security, privacy and compliance requirements before using it with client data. Listing here is not a ranking or an endorsement.