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Party Line is Mav’s live call transfer feature. Once a lead qualifies through an SMS playbook, Mav steps in to bridge that lead directly to one of your sales reps — no manual dialing, no dropped handoffs. This page covers how Party Line works end-to-end, what happens when a transfer succeeds or fails, how leads can initiate calls themselves, and how to review completed calls and their outcomes.

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How Party Line Works

When a lead reaches a qualifying point in your SMS playbook, Mav takes the following steps to connect them with a rep:
  1. Mav texts the lead asking if they’d like to speak with a representative right now.
  2. If the lead agrees, Mav calls the lead’s phone number to confirm the connection.
  3. Mav then calls the rep and bridges the two parties into a live three-way call.
  4. Once both parties are connected, Mav steps back and the conversation continues between the lead and the rep.
Throughout this process, Mav handles every failure point gracefully — if the lead doesn’t pick up, if the rep is unavailable, or if either party declines, Mav records the appropriate outcome and can continue the SMS conversation.

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Lead-Initiated Calls

Leads don’t have to wait for Mav to reach out. If a lead calls your Mav number directly, Mav will handle that inbound call, confirm the lead’s intent to connect, and attempt to bridge them with a rep. This flow triggers the party_line_lead_initiated_call event and follows the same bridging logic as an outbound transfer.
Make sure your Availability Schedule is configured so that lead-initiated calls are only attempted during hours when reps are actually available.

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Transfer Outcomes

Every Party Line attempt produces one or more events that reflect exactly what happened. These events are emitted through the outbound API and can be received via webhook.

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Outbound API Event Types

Subscribe to the party_line_completed webhook to receive a summary, recording link, and transcript URL automatically after every successful call. This is useful for CRM integrations and post-call workflows.

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What Happens on Failure

Mav is designed to handle incomplete transfers without interrupting your lead’s experience:
  • Lead doesn’t confirm: Mav records a party_line_lead_unsuccessful event. The SMS playbook can continue or follow up at a later time.
  • Rep doesn’t answer: Mav records a party_line_rep_unsuccessful event. You can configure fallback behavior — such as scheduling a callback or continuing the SMS conversation.
  • Lead-initiated call with no confirmation: Mav records a party_line_lead_initiated_call_unsuccessful event and handles the call gracefully rather than leaving the lead in silence.

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Availability Schedules

You can control exactly when Party Line transfers are attempted by setting an availability schedule. This prevents Mav from trying to bridge calls outside of business hours or when no reps are on duty. See Setting Your Party Line Availability Schedule for step-by-step instructions.
Agent availability must be turned on in your dashboard in addition to any schedule you set. If availability is toggled off, Party Line transfers will not be attempted regardless of the schedule.

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Reviewing Completed Calls

Every completed Party Line call is logged on the Party Lines Completed page inside the Mav dashboard. There you can:
  • Read a Copilot summary of the call at a glance
  • Access the full recording and written transcript
  • Filter by date range and export data to CSV for reporting or compliance
See Party Lines Completed for a full feature reference.

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Routing External Calls to Your Mav Number

If you want after-hours callers on your business line to reach Mav automatically, you can configure your phone system’s IVR to forward calls to your Mav number. This works with most modern phone systems including RingCentral. See How to Route Calls to Your Mav Number for a step-by-step guide.