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Overview

The Transfer Call function allows your AI agent to transfer calls to human agents or other phone numbers when needed. This is useful for escalations, specialized support, or connecting customers to the right department. Use Cases:
  • Escalate complex queries to human agents
  • Transfer to sales department
  • Connect to technical support
  • Route to specific team members

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Configuration

Transfer Call
1

Add Transfer Function

Navigate to your agent → Functions tab → Click Add → Select “Transfer Call”
2

Set Phone Number

Enter the phone number to transfer calls to
  • International format: +919876543210
  • Include country code
3

Configure Description

Configure when the AI should trigger this transfer in your system prompt.Example:
Transfer to human agent when customer asks for advanced technical support

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Warm Transfer

Warm transfer allows the AI agent to brief the human agent before connecting the customer. How it works:
  1. AI agent identifies need to transfer
  2. AI calls the transfer number first
  3. AI provides context to the human agent
  4. Customer is connected to the human agent

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Enable Warm Transfer

  1. Toggle Warm Transfer switch
  2. Enter Warm Transfer Prompt:
Example Prompt: 
Hello, I'm transferring a customer who needs help with {{issue}}. 
Customer name is {{name}} and their concern is {{concern}}.
Use warm transfer for better customer experience and to provide context to human agents.