Setup
- Toggle Transfer Call ON
- Click ⚙️ to open settings
- Click + Add Transfer Call
Configuration
| Field | Required | Description |
|---|---|---|
| Name | Yes | Identifier (e.g., transfer_to_sales) |
| Description | Yes | When to trigger this transfer |
| Transfer Number | Yes | Destination with country code |
| Type | Yes | Cold or Warm |
Transfer Types
- Cold Transfer
- Warm Transfer
Immediate handoff. The caller connects directly to the destination without any briefing.
Best for: Simple escalations, high call volume, when speed matters most.
| Pros | Cons |
|---|---|
| Fast | No context for receiving agent |
| Simple | Caller may repeat themselves |
Warm Transfer Options
When you select Warm Transfer, additional settings appear:
During Transfer
| Setting | Purpose |
|---|---|
| On-hold Music | What the caller hears while waiting |
During Agent Connection
| Setting | Description |
|---|---|
| Whisper Message | Message the agent hears privately before connecting |
| Handoff Message | What the AI says to brief the agent (can be dynamic or static) |
After Connection
| Setting | Description |
|---|---|
| Three-way Message | Message both parties hear when connected |
Examples
- Sales Transfer
- Support Escalation
- Manager Escalation
| Field | Value |
|---|---|
| Name | transfer_sales |
| Description | ”Transfer when the caller expresses strong purchase intent and wants to speak with sales.” |
| Type | Cold |
Tips
Be specific in descriptions
Be specific in descriptions
| Vague | Specific |
|---|---|
| ”When they ask for help" | "When the caller requests to speak with a human or the issue requires manual intervention" |
| "For sales" | "When the caller expresses strong purchase intent and wants to proceed” |
Use whisper messages for context
Use whisper messages for context
Only the agent hears this — give them everything they need:“Incoming transfer: Customer John calling about a billing dispute. He’s been charged twice for order #12345. Already verified his identity.”
Use three-way messages for introductions
Use three-way messages for introductions
Both parties hear this — use it for smooth handoffs:“I’ve connected you with Sarah from our billing team. Sarah, John is calling about a duplicate charge on order #12345.”
Create multiple transfers
Create multiple transfers
| Transfer | Destination | When |
|---|---|---|
transfer_sales | Sales team | Purchase interest |
transfer_support | Support team | Technical issues |
transfer_billing | Billing team | Payment questions |
transfer_manager | Manager | Escalations |