> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callkaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer to Agent

> Transfer calls to different AI agents based on conversation context

## 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.

<Note>
  The call transfers to the published version in the current language, or falls back to the default language version of the target agent.
</Note>

***

## 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?"
```

***

## Transfer vs Switch Language

<Tabs>
  <Tab title="Transfer to Agent">
    **Purpose:** Transfer to a **different AI agent** with different expertise

    **What Changes:**

    * Different agent personality
    * Different system prompt
    * Different capabilities
    * Different knowledge base

    **Use When:**

    * Customer needs different department
    * Specialized expertise required
    * Escalation needed
  </Tab>

  <Tab title="Switch Language">
    **Purpose:** Switch to **same agent** in different language

    **What Changes:**

    * Language only
    * Same agent personality
    * Same capabilities

    **Use When:**

    * Customer prefers different language
    * Language barrier exists
  </Tab>
</Tabs>

***

## Configuration

<Steps>
  <Step title="Click Add Transfer Agent">
    In your agent configuration, find the Transfer to Agent section and click **"Add Transfer Agent"**
  </Step>

  <Step title="Select Target Agent">
    Choose which agent to transfer calls to from the dropdown

    **Important:** Only agents you've created will appear in the list
  </Step>

  <Step title="Define When to Transfer">
    Write a clear description of when the current agent should transfer to this agent

    **Example:**

    ```
    When customer requests technical support, has product issues, 
    mentions WiFi problems, router setup, or needs IT assistance
    ```

    <Warning>
      Be specific about the trigger conditions. The AI uses this description to decide when to transfer.
    </Warning>
  </Step>

  <Step title="Set Transition Message (Optional)">
    **Message while transferring:** What the current agent says before transferring

    **Example:** "Let me connect you with our technical support team who can better assist you."
  </Step>

  <Step title="Set Opening Message (Optional)">
    **Start message after transfer:** First message from the new agent

    **Example:** "Hi! I'm the technical support specialist. I'd be happy to help with your issue. Can you tell me what's happening?"
  </Step>

  <Step title="Save Configuration">
    Click **"Add Agent"** to save
  </Step>
</Steps>

***

## 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)
```

<Tip>
  To ensure seamless transfers, publish your agents in all languages you support.
</Tip>

***

## Configuration Fields

<AccordionGroup>
  <Accordion title="Agent" icon="robot">
    **Required:** Yes

    **Purpose:** The target agent to transfer calls to

    **Selection:** Choose from your  list of created agents

    **Important:** Target agent must be published for transfers to work
  </Accordion>

  <Accordion title="When to Transfer" icon="lightbulb">
    **Required:** Yes

    **Purpose:** Tells the AI when to trigger the transfer

    **Best 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)
    ```
  </Accordion>

  <Accordion title="Message While Transferring" icon="message">
    **Required:** No (but recommended)

    **Purpose:** What the current agent says before transferring

    **Tips:**

    * 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."
    ```
  </Accordion>

  <Accordion title="Start Message After Transfer" icon="play">
    **Required:** No (but recommended)

    **Purpose:** First message from the new agent after transfer

    **Tips:**

    * 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?"
    ```
  </Accordion>
</AccordionGroup>

***

## Use Cases

### 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?"
```

***

### 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."
```

***

### 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?"
```

***

## Best Practices

<AccordionGroup>
  <Accordion title="Publish Target Agents First" icon="circle-check">
    Before configuring transfers:

    1. Create and configure target agents
    2. Test each agent independently
    3. Publish all versions
    4. Then configure transfers

    <Warning>
      Transfers will fail if the target agent is not published.
    </Warning>
  </Accordion>

  <Accordion title="Be Specific in Trigger Descriptions" icon="bullseye">
    **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
    ```
  </Accordion>

  <Accordion title="Provide Context in Transfer Messages" icon="comment-dots">
    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)
  </Accordion>

  <Accordion title="Acknowledge the Transfer in Opening" icon="handshake">
    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."
    ```
  </Accordion>

  <Accordion title="Avoid Transfer Loops" icon="rotate">
    **Problem:** Customer gets transferred back and forth

    **Solution:**

    * 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)
    ```
  </Accordion>

  <Accordion title="Test All Transfer Paths" icon="vial">
    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
  </Accordion>
</AccordionGroup>

***

## Example Configurations

### 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?"
```

***

### 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?"
```

***

### 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?"
```

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Transfer not triggering" icon="circle-xmark">
    **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
  </Accordion>

  <Accordion title="Wrong agent receiving transfer" icon="shuffle">
    **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
  </Accordion>

  <Accordion title="Transfer fails mid-call" icon="phone-slash">
    **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
  </Accordion>

  <Accordion title="Language changes unexpectedly" icon="language">
    **Scenario:** Customer transferred but language changed

    **Reason:** Target agent doesn't have published version in current language

    **Solution:**
    Publish target agent in all supported languages:

    1. Go to target agent
    2. Create/publish versions for each language
    3. Test transfers again
  </Accordion>

  <Accordion title="Context lost after transfer" icon="link-slash">
    **Issue:** Customer must repeat information to new agent

    **Expected Behavior:** This is normal - transfers create fresh conversations

    **Workaround:** 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]?"
    ```
  </Accordion>
</AccordionGroup>

***

## Advanced Scenarios

### 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.

***

### 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
```

***

## Getting Help

<CardGroup cols={2}>
  <Card title="Test Your Transfers" icon="vial">
    Use Test Call to verify all transfer paths work smoothly before going live
  </Card>

  <Card title="Contact Support" icon="headset">
    Our team can help design optimal transfer flows for your business
  </Card>
</CardGroup>