Skip to main content
Transfer Call configuration lets your agent hand off conversations to human agents. You can set up cold transfers (immediate) or warm transfers (with context).
[IMAGE: Transfer Call Settings page]

​
Location

Configuration Panel (right sidebar) → Transfer Call

​
Enabling Transfer Call

  1. Find “Transfer Call” in the Configuration Panel
  2. Toggle it ON
  3. Click the settings icon (⚙️) to configure

​
Transfer Call Settings Page

ElementDescription
Header”← Transfer Call Settings”
Add button”+ Add Transfer Call”
Empty state”No transfer call configured yet”
Functions listConfigured transfers

​
Adding a Transfer

Click ”+ Add Transfer Call” to open the configuration modal.
[IMAGE: Configure Transfer Call modal showing Cold/Warm selection]
FieldTypeRequiredExample
NameText inputYestransfer_call
DescriptionText areaYesTransfer to support team
Transfer NumberPhone inputYes+1 (555) 123-4567
TypeSelectionYesCold Transfer / Warm Transfer

​
Transfer Types

TypeIconDescription
Cold Transfer📞Immediately connects caller to the number
Warm Transfer👥AI briefs receiving agent before connecting

​
When to Use Cold Transfer

  • Simple handoffs
  • When context isn’t critical
  • High-volume call centers
  • When receiving agents access caller info independently

​
When to Use Warm Transfer

  • Complex issues requiring context
  • VIP customers
  • When receiving agents need background
  • Improved customer experience

​
Warm Transfer Options

When you select Warm Transfer, additional options appear:
[IMAGE: Warm transfer options - During Transfer, During Connection, After Connects]

​
1. During Transfer Call

SettingControlDescription
On-hold MusicDropdownMusic caller hears while transferring
Options: Ringtone, Classical, Jazz, None, etc.

​
2. During Agent Connection

SettingControlDescription
Transfer only if human answersCheckboxComing Soon — Skip voicemails
Whisper MessageToggleMessage ONLY the receiving agent hears
Handoff MessageText/PromptContent of the whisper message
Whisper Message: This is spoken to the receiving agent before connecting. The caller doesn’t hear it. Example: “Incoming transfer. Customer Jane is calling about a billing dispute. Account ends in 4521.”

​
3. After Transfer Connects

SettingControlDescription
Three-way MessageToggleMessage BOTH parties hear
Message ContentText/PromptIntroduction message
Example: “I’ve connected you with Sarah from our billing team. Sarah, Jane has been asking about a charge from last month.”

​
Writing Descriptions

The description tells the AI when to trigger the transfer.

​
Good Examples

Transfer to the sales team when the caller is interested in 
purchasing and ready to speak with a sales representative.

Transfer to a supervisor when the caller requests to speak with 
a manager or when the issue requires authorization beyond my scope.

​
Specify Conditions Clearly

  • What keywords trigger it?
  • What situations require it?
  • What should happen first?

​
Multiple Transfer Destinations

Create separate transfers for different scenarios:
Transfer NameDestinationTrigger
transfer_billingBilling teamBilling questions
transfer_technicalTech supportTechnical issues
transfer_salesSales teamPurchase interest
transfer_supervisorManagementEscalation requests

​
Best Practices

​
Use Warm Transfer for Complex Issues

The brief context saves time and improves customer experience.

​
Write Helpful Whisper Messages

Include:
  • Customer name (if known)
  • Issue summary
  • Account info (if relevant)
  • What you’ve already tried

​
Test Transfer Flows

Verify:
  • Number connects correctly
  • Whisper plays only to agent
  • Hold music works
  • Three-way message is clear

​
What’s Next

Knowledge Base

Attach reference documents

End Call

Configure call termination