8. Transfer Call

Setting Up Call Transfers

Introduction

This guide explains how to set up the Call Transfer tool so your AI assistant can hand off calls to a live representative when requested. This is useful when users ask to speak to a real person, manager, or team member.

1. Create the Call Transfer Tool

Go to Tools & Abilities → Manage Tools.
Click Create Tool and choose Transfer Call as the tool type.
Name the tool using all lowercase and underscores (e.g., transfer_to_live_agent).
Description example:
“Always use this tool when the user requests to speak to a live representative, manager, staff member, or employee in order to transfer the call.”

2. Configure the Transfer Settings

Enter the phone number the call should transfer to.
Select the country code for the number.
Choose the caller ID behavior:
- User's number: The recipient sees the original caller's number.
- Assistant's number: The recipient sees the assistant’s number.
Click Save Changes.

3. Add the Tool to Your Assistant

After saving, click Add to Assistant to activate the tool for your bot.
Once added, the assistant can now use this tool during conversations.

4. (Optional) Add It to the Prompt

While the assistant will typically use the tool on its own, you can add a prompt instruction to increase reliability:
“If the user asks to speak with a live representative, always call the tool transfer_to_live_agent.”

Tips

Use descriptive tool names for easier reference.
Make sure the transfer number is valid and answers correctly.
Choose the appropriate caller ID setting based on your business need.

Summary

The call transfer tool allows your assistant to hand off calls to a live person when needed. Setup is simple: create the tool, configure the number and caller ID, and add it to your assistant. You can optionally prompt the assistant to use it more reliably when users request human help.

Create the Transfer Call tool in Tools & Abilities.
Use a clean name like transfer_to_live_agent.
Configure the destination number and caller ID behavior.
Add the tool to your assistant and test it.