Call transfer allows your AI assistant to hand off a live call to a human agent when the situation requires it. This is a critical feature for any business that uses AI as a first point of contact but needs human escalation for complex, sensitive, or high-value situations.
A well-configured transfer experience feels seamless to the caller. The assistant acknowledges the transfer, provides context if needed ("Let me connect you with a specialist"), and completes the handoff — all within the natural flow of the conversation. The caller does not need to repeat themselves if you configure the assistant to pass call context to the receiving agent.
Setting Up Call Transfer
In your assistant's Tools section, enable the 'Transfer Call' built-in tool. This gives the assistant the ability to initiate a transfer.
Set the phone number the call should be transferred to. This is typically your main business line, a specific team member's number, or a call center queue.
In your assistant's system prompt, specify the conditions under which the assistant should offer or initiate a transfer. For example: 'If the caller asks to speak with a human, or if the issue cannot be resolved by the AI, use the transfer tool.'
Set what the assistant says before transferring. Keep it brief and reassuring: 'I'll connect you with a team member now. Please hold for just a moment.'
Run a test call and verify that the transfer completes successfully and that the receiving party can hear the caller clearly.
Transfer Types
The assistant transfers the call immediately without first checking if the receiving agent is available. The caller is connected directly. Simple to configure but can result in the caller reaching voicemail if the agent is unavailable.
The assistant stays on the line until the receiving agent answers, then introduces the caller before dropping off. This provides the best caller experience but requires the assistant to remain on the call during the handoff.
Best Practice: Always Provide an Escape Route
Every AI assistant should have a clear path to transfer to a human. Even if 95% of calls are handled fully by the AI, the 5% that need human help will have a much better experience if the transfer is smooth and immediate. Callers who feel "trapped" with an AI that cannot help them become frustrated quickly.
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