Overview
Your AI assistant can transfer active calls to human team members or other phone numbers. This requires creating a custom tool that specifies where to transfer and under what conditions.
Setting Up Call Transfers
Create the Transfer Tool
Go to Tools & Abilities and select Create New Tool, then choose the Transfer Call option.
Define Parameters
Configure the transfer tool with:
- Phone number to transfer to
- Conditions under which transfer should occur
- Transfer type (warm or cold)
Add to Assistant
Remember to add the transfer tool to your assistant in the assistant builder’s Tools section.
Warm vs. Cold Transfers
Warm Transfer: The AI provides context to the receiving agent before completing the handoff — who’s calling, why, and a summary of the conversation. This creates a smoother experience for the caller.
Cold Transfer: The call is simply forwarded without context. Use this when speed is more important than context.
If the human agent is unavailable during a warm transfer, the AI can route the call elsewhere or offer to take a message.
Dynamic Transfers
You can configure the AI to dynamically determine where to transfer based on the conversation. Include a transfer matrix in your prompt with different numbers for different scenarios:
Transfer Matrix:
- Billing questions → +1 (555) 111-2222
- Technical support → +1 (555) 333-4444
- Sales inquiries → +1 (555) 555-6666
- Emergency → +1 (555) 777-8888
