Configure live call transfers

Set up AI voice agents to transfer calls to your team with routing rules and fallback handling.

Call transfer lets your AI voice agent hand off a live call to a human when needed. The caller stays on the line during the transfer.

Set up call transfer

1. Enable the Transfer to Human tool

   Open your agent in the Agent Builder. Go to the Tools & Abilities tab, toggle on Transfer to Human, and enter the destination phone number.

2. Add transfer instructions to your prompt

   In the Global Prompt tab, define when the agent should transfer:

   TRANSFER RULES:
   - Transfer if the caller says "speak to a human" or "talk to someone"
   - Transfer if the caller is asking about test results
   - Never transfer for general info questions — handle those yourself
   Before transferring, say: "Let me connect you with a team member. One moment."

3. Test in Voice Lab

   Simulate scenarios that should trigger a transfer and verify the agent transfers at the right moment.

Route to multiple numbers

Define routing rules in your prompt to direct calls to different teams:

TRANSFER ROUTING:
- Sales inquiries > transfer to +1-555-0101 (Sales)
- Support issues > transfer to +1-555-0102 (Support)
- All other requests > transfer to +1-555-0100 (Main Office)

Warm transfer

For a warm transfer, the agent briefly speaks to the receiving person before connecting the caller:

When transferring, tell the receiving team member the caller's name,
what they called about, and why the call is being transferred.

Handle unavailable numbers

Add fallback instructions for when the destination doesn’t answer:

IF TRANSFER FAILS:
1. Say: "I'm sorry, our team isn't available right now."
2. Offer to take their details for a callback.
3. Use create_notes to log the callback request.