> ## Documentation Index
> Fetch the complete documentation index at: https://docs.assistable.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Transfer a caller to your team

> Configure a transfer destination and verify the caller and recipient experience.

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.

## 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.

## 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.

## Transfer tool fields

| Field | Options and limits |
| - | - |
| **Name** | Required; 1–64 letters, numbers, underscores, or hyphens. |
| **Description** | Up to 800 characters. State when the assistant should select this transfer tool. |
| **Transfer Number** | 1–25 targets. Each target has a name and a required phone number or SIP URI. The target-name input allows 64 characters. Use an explicit destination for each team or person. |
| **Caller ID on Transfer** | **Show caller’s number** is the default and passes the original caller's number to the destination. **Show agent’s number** presents the assistant's number instead. Carrier acceptance and the recipient's displayed caller ID still need a test call. |
| **Voicemail detection** | Off by default. When on, detecting voicemail at the destination stops the transfer and returns handling to the assistant. The editor advises against this option when the destination answers with an automated phone menu. |
| **Warm Transfer Prompt** | Optional, up to 800 characters; blank by default. Supplies the handoff instructions. |

The transfer voicemail setting is separate from the assistant's outgoing [voicemail message](/v3/guides/voice/voicemail). Saving a transfer destination does not verify that it answers or can receive the intended caller ID.

## 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.

## 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](/v3/guides/voice/voicemail) for calls that initially reach the customer's mailbox.


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