Feature
Call transfer: hand off to a human with full context
AI call transfer for your voice agent. When the conversation reaches the edge of what the agent can handle, it transfers the call to a real person with full context: who the caller is, what they asked, and where the conversation left off.
01 · Warm
Warm Transfer
The agent briefs the human before connecting. No repeated questions, no lost context. The caller stays on the line while the handoff happens.
02 · Cold
Cold Transfer
Instant redirect to a specific number or extension. Useful for known routing paths like emergency escalation or department transfers.
03 · Context
Context Forwarding
Extracted caller details and a conversation summary are passed to the receiving agent via webhook or SIP headers.
Setup
How it works
Add the transfer tool
Add the Call Transfer tool to your agent and describe in plain English when it should hand off to a human.
Configure routing
Set the destination number, department, or SIP endpoint. Define what context to forward: caller name, account ID, conversation summary.
Set trigger conditions
Configure when the transfer fires: after a specific question, on caller request, or when the agent detects it can't resolve the issue.
Test the handoff
Use the built-in voice tester to simulate a transfer. Verify the context arrives correctly on the receiving end.
FAQ
Common questions
No. The agent plays hold audio or a brief message ('Let me connect you to a team member') while the transfer is being set up.
Yes. Any valid phone number works: landline, mobile, or SIP endpoint. The transfer uses Twilio's call forwarding infrastructure.
Yes, if configured. The transcript, extracted variables, and a conversation summary can be forwarded via webhook to your CRM or ticketing system.
Try Call transfer in under an hour
$20 free credits. No card required. Test it on a real Australian number.