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Overview

Transfer to Agent allows your AI agent to dynamically transfer the active call to a completely different AI agent during the conversation. This enables specialized handling of different scenarios, departments, or expertise areas.
The call transfers to the published version in the current language, or falls back to the default language version of the target agent.

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How It Works

When a conversation requires expertise from a different agent, your current agent can:
  1. Detect the transfer need based on your configured conditions
  2. Say a transition message to inform the customer
  3. Transfer to the target agent (published version in current language or default)
  4. Continue the conversation with the new agent using a custom opening message
Example Scenario: 
Customer: "I need help with technical support for my WiFi router"
Sales Agent: "I'll connect you with our technical support specialist right away."
[Call transfers to Technical Support Agent]
Tech Agent: "Hello! I'm here to help with your WiFi router. What seems to be the issue?"

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Transfer vs Switch Language

Purpose: Transfer to a different AI agent with different expertiseWhat Changes:
  • Different agent personality
  • Different system prompt
  • Different capabilities
  • Different knowledge base
Use When:
  • Customer needs different department
  • Specialized expertise required
  • Escalation needed

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Configuration

1

Click Add Transfer Agent

In your agent configuration, find the Transfer to Agent section and click “Add Transfer Agent”
2

Select Target Agent

Choose which agent to transfer calls to from the dropdownImportant: Only agents you’ve created will appear in the list
3

Define When to Transfer

Write a clear description of when the current agent should transfer to this agentExample:
When customer requests technical support, has product issues, 
mentions WiFi problems, router setup, or needs IT assistance
Be specific about the trigger conditions. The AI uses this description to decide when to transfer.
4

Set Transition Message (Optional)

Message while transferring: What the current agent says before transferringExample: “Let me connect you with our technical support team who can better assist you.”
5

Set Opening Message (Optional)

Start message after transfer: First message from the new agentExample: “Hi! I’m the technical support specialist. I’d be happy to help with your issue. Can you tell me what’s happening?”
6

Save Configuration

Click “Add Agent” to save

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Language Handling

The transfer intelligently handles language versions: Scenario 1: Same Language Available 
Current: Sales Agent (Hindi)
Transfer to: Support Agent (Hindi version published)
Result: Customer continues in Hindi with Support Agent
Scenario 2: Language Not Available 
Current: Sales Agent (Tamil)
Transfer to: Support Agent (Tamil version NOT published)
Result: Customer switches to Support Agent's default language (e.g., English)
To ensure seamless transfers, publish your agents in all languages you support.

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Configuration Fields

Required: YesPurpose: The target agent to transfer calls toSelection: Choose from your list of created agentsImportant: Target agent must be published for transfers to work
Required: YesPurpose: Tells the AI when to trigger the transferBest Practices:
  • List specific scenarios and keywords
  • Include department names
  • Mention common customer phrases
  • Cover all relevant topics
Good Examples:
When customer needs technical support, mentions product not working, 
has setup issues, asks for IT help, or reports bugs/errors

If customer wants to speak with sales, asks about pricing, 
wants to purchase, or inquires about products/packages

When customer requests billing support, has payment questions, 
mentions invoice issues, or asks about refunds
Avoid:
"For technical issues" (too vague)
"When needed" (not specific enough)
Required: No (but recommended)Purpose: What the current agent says before transferringTips:
  • Explain what’s happening
  • Set customer expectations
  • Be professional and reassuring
  • Keep it brief
Examples:
"I'll connect you with our billing specialist who can help with that right away."

"Let me transfer you to our technical support team. They're experts in this area."

"Perfect! I'm connecting you with our sales department to discuss pricing."
Required: No (but recommended)Purpose: First message from the new agent after transferTips:
  • Greet the customer warmly
  • Introduce the new agent’s role
  • Acknowledge the transfer
  • Ask how to help
Examples:
"Hello! I'm the technical support specialist. I understand you're 
having an issue. Can you describe what's happening?"

"Hi there! I'm from the billing department. I'd be happy to help 
with your payment question. What can I assist you with?"

"Welcome! I'm a sales specialist and I'm here to help you find 
the perfect plan. What are you looking for?"

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Use Cases

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Department Routing

Scenario: Route customers to appropriate department Configuration: Transfer to: Technical Support Agent 
When to Transfer: Customer has technical issues, product not working, 
                  setup problems, connection issues, or needs IT help
Message while transferring: "Let me connect you with our technical team."
Start message: "Hi! I'm here to help with your technical issue. What's going on?"
Transfer to: Billing Agent 
When to Transfer: Customer asks about billing, payments, invoices, 
                  refunds, or has payment-related questions
Message while transferring: "I'll transfer you to our billing department."
Start message: "Hello! I can help with your billing question. What do you need?"
Transfer to: Sales Agent 
When to Transfer: Customer wants to purchase, asks about pricing, 
                  products, packages, or wants to upgrade
Message while transferring: "Great! Let me connect you with sales."
Start message: "Hi! I'd love to help you find the right plan. What interests you?"

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Expertise Escalation

Scenario: escalate complex issues to specialist agents Configuration: 
Agent: Senior Support Specialist
When to Transfer: Issue is complex, customer tried basic troubleshooting, 
                  problem persists after initial attempts, or customer 
                  explicitly asks for senior support
Message while transferring: "I'm connecting you with a senior specialist 
                             who can provide more advanced assistance."
Start message: "Hello, I'm a senior technical specialist. I understand 
               you're facing a challenging issue. Let me help you resolve this."

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Language + Department Transfer

Scenario: Customer needs different department AND prefers native language Current Agent: General Support (English) Transfer to: Billing Agent (Hindi) Configuration: 
When to Transfer: Customer asks about billing in Hindi, or needs payment help 
                  and is more comfortable in Hindi
Message while transferring: "मैं आपको हमारे बिलिंग विभाग से जोड़ रहा हूं।"
Start message: "नमस्ते! मैं बिलिंग टीम से हूं। मैं आपकी कैसे मदद कर सकता हूं?"

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Best Practices

Before configuring transfers:
  1. Create and configure target agents
  2. Test each agent independently
  3. Publish all versions
  4. Then configure transfers
Transfers will fail if the target agent is not published.
Include:
  • Keywords customers use
  • Common phrases
  • Synonyms and variations
  • Department names
  • Topic areas
Example:
When customer mentions: "technical support", "not working", 
"broken", "error", "bug", "technical issue", "IT help", 
"troubleshooting", "setup problem", or similar technical concerns
Help customers understand why they’re being transferred:Good:
  • “I’ll connect you with our specialist who handles this.”
  • “Let me transfer you to the team that can best help.”
  • “Our [department] team is better equipped for this.”
Avoid:
  • “Transferring…” (no context)
  • “Hold on” (unclear)
New agent should:
  • Greet warmly
  • Acknowledge they understand why customer was transferred
  • Reassure customer they’re in the right place
Example:
"Hello! I understand you need help with [topic]. 
You're in the right place - I specialize in this. 
Let me help you out."
Problem: Customer gets transferred back and forthSolution:
  • Make trigger descriptions mutually exclusive
  • Don’t configure bidirectional transfers for same topic
  • Test transfer paths thoroughly
Example of Bad Configuration:
Agent A → Agent B: "When customer has any questions"
Agent B → Agent A: "When customer needs help"
(Too similar - creates loop)
Before going live:
  1. Test each transfer configuration
  2. Verify smooth handoff
  3. Check language handling
  4. Ensure messages are appropriate
  5. Confirm target agents work correctly

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Example Configurations

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E-commerce Platform

Product Inquiry Agent → Sales Agent 
Agent: Sales Specialist
When to Transfer: Customer asks about pricing, wants to see products, 
                  interested in purchasing, or asks about deals/offers
Message while transferring: "Let me connect you with our sales team who can 
                             show you our products and best offers!"
Start message: "Hi! I'd love to help you find the perfect product. What are you looking for?"
Sales Agent → Order Support Agent 
Agent: Order Support
When to Transfer: Customer has questions about existing order, tracking, 
                  delivery, returns, or order issues
Message while transferring: "I'll transfer you to our order support team."
Start message: "Hello! I can help with your order. Do you have your order number handy?"

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Healthcare Services

Appointment Booking → Specialist Consultation 
Agent: Medical Specialist
When to Transfer: Customer needs specific medical consultation, has complex 
                  health questions, or requests to speak with a doctor
Message while transferring: "I'm connecting you with our medical consultation service."
Start message: "Hello, this is the medical consultation line. How can I assist  you today?"

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Financial Services

General Inquiry → Loan Officer 
Agent: Loan Specialist
When to Transfer: Customer interested in loan, asks about loan eligibility, 
                  wants to apply for loan, or has loan-related questions
Message while transferring: "I'll connect you with our loan specialist who can 
                             discuss your options."
Start message: "Hi! I'm here to help with your loan inquiry. What type of loan are you interested in?"
Loan Officer → Credit Card Team 
Agent: Credit Card Specialist
When to Transfer: Customer asks about credit cards, card benefits, wants to apply 
                  for card, or has credit card questions
Message while transferring: "Let me transfer you to our credit card team."
Start message: "Hello! I can help you find the right credit card. What are you looking for?"

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Troubleshooting

Possible Causes:
  • Trigger description too vague
  • Target agent not published
  • AI doesn’t recognize request
Solutions:
  1. Make trigger description more specific
  2. Verify target agent is published
  3. Add more keyword variations
  4. Test with explicit trigger phrases
Possible Causes:
  • Multiple agent triggers overlap
  • Similar trigger descriptions
Solutions:
  1. Make each agent’s triggers unique
  2. Review all transfer configurations
  3. Test each transfer individually
  4. Remove ambiguous descriptions
Possible Causes:
  • Target agent not published
  • Network/system issue
Solutions:
  1. Confirm target agent is published
  2. Check agent status
  3. Review error logs
  4. Contact support if persistent
Scenario: Customer transferred but language changedReason: Target agent doesn’t have published version in current languageSolution: Publish target agent in all supported languages:
  1. Go to target agent
  2. Create/publish versions for each language
  3. Test transfers again
Issue: Customer must repeat information to new agentExpected Behavior: This is normal - transfers create fresh conversationsWorkaround: Train new agent’s opening message to ask for key info:
"Hi! I understand you were transferred regarding [topic]. 
To help you better, could you share [key info needed]?"

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Advanced Scenarios

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Multi-Level Transfers

Create transfer chains for complex routing: 
General Support → Technical Support → Senior Technical Support
                ↓
                Billing Support → Payment Specialist
Each agent can have multiple transfer options configured.

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Conditional Transfers

Use specific conditions for smart routing: Transfer to VIP Agent: 
When to Transfer: Customer mentions they are premium member, VIP customer, 
                  or account shows enterprise/premium status
Transfer to Retention Specialist: 
When to Transfer: Customer wants to cancel, mentions cancellation, 
                  competitor offers, or expresses dissatisfaction

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Getting Help

Test Your Transfers

Use Test Call to verify all transfer paths work smoothly before going live

Contact Support

Our team can help design optimal transfer flows for your business