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Transfer calls

The Transfer Call tool is the bridge between AI automation and human expertise. It allows your agent to gracefully hand off a conversation when necessary.

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Use Cases

  • Escalation: “I’d like to talk to a manager.”
  • Routing: Handing off a qualified lead to a sales agent.
  • Urgency: Dealing with high-stakes situations that require human empathy.

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Setting Up Transfers

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1. Enable the Tool

In the Tools tab of your agent, toggle on Transfer Call.

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2. Configure the Destination

Provide the destination phone number in E.164 format (e.g., +14155552671). This can be a mobile phone, an office landline, or a SIP URI.

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3. Prompting the Agent

You must give the agent clear instructions on when to transfer.
  • Example: “If the user mentions words like ‘lawyer’, ‘complaint’, or ‘manager’, use the transfer_call tool immediately.”
  • Example: “After you have collected the user’s name and budget, offer to transfer them to our financing specialist.”

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The User Experience

When the tool is triggered, the agent will typically say a closing phrase (e.g., “One moment while I connect you”) and the call will be patched through. The AI interaction ends at this point, and the human interaction begins.