Transfer Call

Route calls to human agents or other departments during a live conversation.

Overview

Transfer Call enables your agent to hand off a conversation to a human agent or another destination mid-call.

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Setup

1. Add the tool

   In your agent’s Functions section, click + Add and select Transfer Call from the dropdown.

   

   
2. Choose a transfer type

   Select how the AI should handle the handoff:

   
3. Configure the transfer destination

   Provide the number or SIP URI to transfer to:

   Format	Example
   E.164 phone number	[phone]
   SIP URI	sip:[e-mail]

   You can also include optional extensions, or use dynamic variables to set the destination at runtime.

   
4. Update your prompt

   Tell the agent when to trigger a transfer. Example:

   If the caller sounds frustrated or requests a human agent, use the transfer_call tool to route them to a representative.
   

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Transfer Types

Cold Transfer

Direct handoff. The AI agent disconnects immediately after routing the call — no introduction.

Warm Transfer

The AI agent stays on briefly to detect human presence, deliver a whisper message, and introduce the caller before dropping off.

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Warm Transfer Options

Setting	Description
On-hold music	Played while connecting
IVR navigation prompts	Navigate menus before reaching a human
Human detection timeout	Default 30 seconds
Auto-greeting	Agent speaks when human answers
Whisper message	Private message delivered to the recipient only
Three-way introduction	Agent introduces caller before dropping off

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Additional Options

• Caller ID: Show the agent’s number or the original caller’s number (depends on telephony provider support)
• Custom SIP headers: Add headers prefixed with X- or labeled User-To-User for routing and metadata