Handing Off Voicemail, Fax & Form Tasks
When you accept a voicemail, fax, or form submission, you're not stuck with it. You can move it two ways — keep it inside your Connie network (a Connie queue or teammate) or send it to an outside partner — and everything travels with it (the recording and transcript for a voicemail, the PDF for a fax or form).
This page covers voicemail, fax, and form tasks. For transferring a live call or chat, see Transferring Tasks.
🔧 What You Need to Know
- Works on voicemail, fax, and form tasks once you've accepted them.
- The recording + transcript (voicemail) or the PDF (fax/form) goes with it — the person who receives it gets the whole thing.
- The task leaves your list once it's moved.
- Two choices, one button:
- Task Transfer (In-Network) — hand it to a Connie queue or teammate.
- Task Hand Off (Out-of-Network) — send it to an outside partner by email.
🧭 Find the Button
In the task header (top of the task, near Complete), look for the route icon — a small branching-route symbol (a dot with two branches). Tap it to open the Route this task window.
➡️ Task Transfer (In-Network)
Use this when someone else on Connie should handle it — another team/queue, or a specific teammate.
- Tap the route icon.
- Under Hand off to a queue, pick the queue that should take it.
- Tap Hand off.
The task leaves your list and routes to the next available person in that queue. This is the only way to move a voicemail to another team (voicemails don't have the live-call transfer arrow).
📤 Task Hand Off (Out-of-Network)
Use this when an outside partner organization should handle it — an ecosystem partner who isn't on Connie.
- Tap the route icon.
- Under Refer out to a partner, pick the partner from the list.
- Tap Refer out.
The partner gets a "Referral from [your organization]" email with the item attached:
- Voicemail → the recording and the transcript.
- Fax / Form → the PDF.
Only partners that have an email on file appear in the list. Ask your administrator to add a partner's email if you don't see them.
⏸️ Holding a Voicemail (Don't Hand It Off)
If you just need to wait — a callback, a doctor's office, more research — you don't have to hand it off. On a voicemail, use Retry Later to set it aside; it comes back to be worked later. See Parking Tasks.
🔍 What Happens Next
- Transfer (In-Network): the task appears for the next available agent in the queue you chose, with the recording/PDF intact.
- Hand Off (Out-of-Network): the partner receives the referral email. (This is a one-way send for now — there's no reply thread back into Connie yet.)
- Your list: the task drops off your worklist right away.
⚠️ Common Questions
"I handed it off but the other agent doesn't see it." Agents handle one task per channel at a time. If the person you sent it to already has a task of that type open (for example, another email/fax), your task waits in the queue until they free up — this is normal, not an error. It will land as soon as they finish their current one.
"Which partners can I refer to?" Only partners with an email on file show in the Refer-out list. Your administrator manages partner contacts and their emails.
"Did the partner actually get it?" The referral is sent immediately. If a partner says it didn't arrive, ask them to check spam, then let your supervisor know.
🚀 Quick Reference
| I want to… | Do this |
|---|---|
| Send a voicemail/fax/form to another Connie team | Route icon → Hand off to a queue → pick queue → Hand off |
| Send it to an outside partner | Route icon → Refer out to a partner → pick partner → Refer out |
| Hold a voicemail to work later | Retry Later on the voicemail |
| Transfer a live call or chat | See Transferring Tasks |
Need help? Ask your supervisor or contact Connie Support.