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Overview

The transfer tool lets your agent hand off a phone call to a human agent, another AI agent, or any phone number during a conversation. This is essential for building multi-agent workflows or escalating to humans when needed.

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How it works

  1. The caller asks to speak to someone else, or the agent determines it needs to escalate
  2. The agent confirms the transfer with the caller
  3. The call is transferred to the configured destination — a human or another AI agent
  4. The caller is connected seamlessly

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Transfer destinations

You can transfer to:
  • Human agents — Route to a support rep, sales team, or any person’s phone number
  • Other AI agents — Hand off to a specialized AI agent (e.g., a billing agent, a technical support agent, a Spanish-speaking agent)
  • Any phone number — Transfer to a call center, department line, or external number

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When the agent transfers

The agent decides to transfer based on:
  • The caller explicitly asks to speak to a person or a specific department
  • The conversation reaches a point where a different agent (human or AI) is better suited
  • Your system prompt instructs the agent to transfer for certain topics
  • The caller needs a specialized AI agent (e.g., different language, different expertise)
You can control transfer behavior in your system prompt. For example: 
If the caller asks to speak to a human or requests a transfer,
confirm the reason and then transfer the call.
If the caller has a billing dispute, transfer to the billing team.

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Setting up transfers

1

Go to your agent

Navigate to Agents and select the agent you want to configure.
2

Open the Tools tab

Click the Tools tab in the agent settings.
3

Enable the Transfer tool

Add the Transfer Call tool and configure the destination phone number.
4

Configure your system prompt

Add instructions in your system prompt about when the agent should transfer. Be specific about the scenarios.

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Multiple transfer destinations

You can set up multiple transfer tools with different destinations for different scenarios:
Tool nameDestinationTypeWhen to use
Transfer to Sales+1234567890HumanCaller wants pricing or a demo
Transfer to Support+1234567891HumanCaller has a technical issue
Transfer to Billing AgentAI AgentAICaller has a billing question
Transfer to Spanish AgentAI AgentAICaller prefers Spanish
Add all of them to your agent and instruct it in the system prompt which one to use for each scenario.

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AI-to-AI transfers

Transferring to another AI agent is powerful for building specialized workflows:
  • Language routing — A front-desk agent detects the caller’s language and transfers to a language-specific agent
  • Department routing — A general agent qualifies the caller’s need and routes to a specialized agent (sales, support, billing)
  • Escalation tiers — A basic agent handles simple questions and transfers complex ones to a more capable agent
The caller experiences a seamless handoff — they stay on the line while the new agent picks up.

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Example system prompt

You are a front desk assistant for Acme Corp.

If the caller wants to speak to sales or asks about pricing, transfer to the sales team.
If the caller has a technical problem, transfer to the support team.
If the caller has a billing question, transfer to the billing AI agent.
If the caller speaks Spanish, transfer to the Spanish-speaking agent.

Always confirm the reason before transferring:
"I'll transfer you to our [department/agent]. One moment please."

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Tips

  • Always have the agent confirm before transferring — callers appreciate knowing what’s happening
  • Include a brief reason in the transfer so the human agent has context
  • Test transfer flows with real phone numbers before going live
  • Consider adding a fallback message if the transfer fails