Call transfers (to a human or another agent)

How do I transfer a caller to a human?

1. Open your agent's Call Settings and add a transfer destination: a label (for example "Raj"), the phone number, when to transfer (for example "if the caller asks for a manager"), and the mode - cold or warm.
2. In the agent's prompt, tell it what to say before transferring, for example: "Say: Let me connect you to our senior agent, please hold. Then transfer the call."
3. Publish the agent. On a phone call, when the caller asks, the agent announces the transfer and connects them.

What is the difference between cold and warm transfer?

• Cold: the call is handed straight to the destination number and the AI drops off immediately. No introduction.
• Warm: the human is dialed into the same call - the caller hears the ringing - and when they answer, the AI introduces the caller and what they need so nobody repeats themselves. Then the AI leaves and the two people talk.
• If the human doesn't answer within about 30 seconds, the AI returns to the caller, apologizes, and offers to take a message or arrange a callback.

Can one agent hand the call to another agent?

Yes - agent-to-agent transfer hands the conversation to another of your agents mid-call, on the same call, in the same language. Configure it in Call Settings by picking the target agent and describing when to hand off (for example "if the caller asks about sales"). The handoff is seamless; the caller just hears the next specialist continue.