AI Agent Call Transfers
Published:
Overview
This guide explains how to configure call transfers for an AI Voice Agent. There are three transfer types available (Cold, Warm, and Whisper), each with different behaviour for how the receiving party is connected and informed.
Transfer Types
| Transfer Type | How It Works |
|---|---|
| Cold Transfer | The call is connected directly to the destination. The receiving party sees the end-user's phone number on their screen. |
| Warm Transfer | The agent first speaks a brief summary to the receiving party, then connects the caller. The receiving party sees the agent's DID on their screen. |
| Whisper Transfer | The agent speaks a brief summary to the receiving party and asks whether they want to take the call. The call only connects if the receiving party confirms. The receiving party sees the agent's DID on their screen. |
Steps to Configure a Transfer
- Navigate to Call Flows and locate the agent you want to edit.
- Ensure you are in the Advanced View.
- Go to Call Handling and locate the Transfers section.
- Click Add Transfer and give it a name (e.g., Support).
- Select the transfer type: Cold, Warm, or Whisper.
- Enter the destination number the call should be transferred to.
- For Warm and Whisper transfers, click Advanced Settings and enter the message the agent will deliver to the receiving party before connecting (e.g., caller's name, company, reason for calling).
- Set a timeout duration, if the receiving party does not answer within this time, the agent will return to the caller.
- Enter the timeout message the agent will deliver if no one answers (e.g., Unfortunately no one is available right now, let me continue to assist you).
- Select whether the agent should continue the call or end the call if the transfer times out.
- Configure the transfer conditions in the call flow prompt to define when the agent should invoke the transfer.
- Click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Caller ID: Cold | Receiving party sees the end-user's phone number |
| Caller ID: Warm & Whisper | Receiving party sees the agent's DID (Direct Inward Dialling number) |
| Whisper vs Warm | Whisper requires the receiving party to confirm before the call connects; Warm connects automatically after the brief summary |
| Testing Transfers | Transfers cannot be tested via the portal web interface, they must be tested over a live phone call with the agent published to production |
| Transfer Conditions | Define the conditions in the agent prompt to control when a transfer is triggered |
