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A transfer tool lets the assistant route a live caller to a person or destination. Decide when to transfer, where the call should go, and what the assistant should say if the handoff cannot complete.

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Before you start

Have a reachable destination number or supported SIP address and a person available for a test. Confirm the number belongs to the intended team. Keep transfer instructions separate from a request to schedule a later callback.

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Configure the transfer tool

  1. Open the assistant’s Tools & APIs.
  2. Add a Transfer call tool.
  3. Enter a name and describe when the assistant should use it.
  4. Add a named target under Transfer Number.
  5. Choose the Caller ID on Transfer behavior appropriate to the destination.
  6. Optional: add a Warm Transfer Prompt describing the briefing to give during handoff.
  7. Optional: enable the transfer tool’s Voicemail detection setting if its destination should be treated as a person rather than an automated menu.
  8. Create or save the tool and confirm it is assigned to the assistant.
  9. Publish the assistant.
A warm transfer prompt gives the handoff instructions. Without one, the configuration does not include that warm briefing. Keep the prompt factual and avoid exposing information the recipient does not need.

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Transfer tool fields

The transfer voicemail setting is separate from the assistant’s outgoing voicemail message. Saving a transfer destination does not verify that it answers or can receive the intended caller ID.

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Test the whole handoff

Ask the assistant to transfer you. Check that the chosen destination rings, the recipient hears the intended introduction, both parties can hear each other, and the call ends correctly. Then test busy, unanswered, and voicemail outcomes. Transfer voicemail detection requests that the transfer stop when a mailbox answers; it does not guarantee every greeting is classified correctly. An automated phone menu may also affect detection, so test that destination separately.

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Troubleshooting

  • Wrong destination: review target names, numbers, and instructions for overlapping tools.
  • No transfer: confirm tool assignment, publication, and whether the assistant recognized the condition.
  • Handoff fails: inspect the call record and test the destination directly before changing the prompt.
  • Briefing is misleading: remove unsupported promises and ensure the assistant has the information it is asked to summarize.
Use voicemail handling for calls that initially reach the customer’s mailbox.