Call Transfer
When the voice agent can't fully help a caller, it transfers the live call to a human agent. The transfer happens seamlessly mid-call — the caller stays on the line and is connected directly to the destination number you configure.
How Call Transfer Works
The caller says something like "transfer me," "speak to someone," "talk to a real person," or "connect me to an agent."
The AI recognizes the transfer request and announces the handoff: "I'll connect you with a team member right away."
The call is transferred to the destination phone number you configured. The caller hears hold music or ringing while the transfer completes.
The human agent answers the transferred call. The AI voice agent disconnects once the transfer is complete. The full conversation transcript is available in the dashboard.
Setting Up Call Transfer
Navigate to Settings → Phone in your dashboard.
Toggle "Call Transfer" to on.
Enter the destination phone number in E.164 format: +1XXXXXXXXXX. This is the number the caller will be connected to.
Transfer Triggers
The voice agent recognizes common transfer request phrases automatically:
"Transfer me"
"Speak to someone"
"Talk to a real person"
"Can I speak to a human?"
"Connect me to an agent"
"I need to talk to a manager"Transfer Analytics
Transferred calls are tracked in your Call Analytics dashboard:
- Transfer rate: percentage of calls that result in a transfer
- Transfer reasons: auto-classified based on the conversation context
- Full transcript available for every transferred call
- Transfer events sent to webhooks for CRM integration