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Voice AI

How to have Voice AI transfer a call to a person or to another agent

In AI Agents › Voice AI › Agent List, open the agent and click New Action. Choose Call Transfer to hand off to a person's phone number, or Agent Transfer to hand off to another AI agent (up to 3 destinations), describe when to transfer, save and test with a phone call.

Updated on

Before you start

  • Have your voice agent created in AI Agents › Voice AI.
  • To hand off to a person, have that person's or team's phone number.
  • To hand off to another AI agent, create the destination agent first (for example, "Support" or "Pricing").
Where to find it

AI Agents › Voice AI › Agent List › (open the agent) › New Action

Step by step

Transfer to a person (Call Transfer)

  1. Open AI Agents › Voice AI › Agent List and click the agent that answers calls.
  2. Click New Action and choose Call Transfer.
  3. Enter the destination phone number (a salesperson, the front desk, your cell).
  4. Describe in plain language when the AI should transfer: for example, "when the caller asks to speak to a person" or "when it's a complaint".
  5. Save the action and save the agent.

Transfer to another AI agent (Agent Transfer)

  1. Open the agent that starts the call (the "root" agent).
  2. Click New Action and choose Agent Transfer.
  3. Click Connect Agent and pick the destination agent. You can connect up to 3 destination agents.
  4. For each destination, write the condition under When to transfer to this agent, for example "when the caller asks about pricing" or "when the caller needs help in Spanish".
  5. If you want the AI to tell the caller, turn on Speak During Execution and write the line, for example "Let me connect you to our pricing specialist." If off, the handoff is silent.
  6. Save the action and the agent.

Test it

  1. In the Test Your Agent panel, choose Phone Call (call transfer isn't supported in web call tests).
  2. Enter your number, click Call me and ask for a person or ask the question that triggers the transfer.
  3. Confirm the call reaches the right number or agent.

Check the logs

  1. In AI Agents › Voice AI, open the call logs.
  2. The Actions Triggered column shows the transfer (with a count if there was more than one).
  3. Open the Summary to see the path between agents and the Transcript to see exactly where the call was handed off and which agent handled each part.

Tips

  • Use a transfer to a person when human judgment is needed (high-value lead, sensitive issue) and agent transfer to specialize: a short, focused agent answers better than one giant agent.
  • Only the root agent's greeting plays; the destination agent continues the conversation without repeating a greeting.
  • Avoid loops: two agents must not transfer to each other in a circle, or the call fails.

Common problems

  • The transfer didn't happen in the test → You tested with a web call. Repeat with Phone Call.
  • The AI transfers too early or never transfers → The condition is vague. Rewrite it with the caller's concrete intent ("when they ask to speak to a human") and test again.
  • The call drops when transferring between agents → There's a transfer loop. Review the actions so no agent sends the call back to the previous one.
  • I don't see the transfer in the logs → Check the agent and date range in the call log filter and that the call has ended.

Frequently asked questions

What's the difference between Call Transfer and Agent Transfer?

Call Transfer hands off to a person's phone number. Agent Transfer hands off to another AI agent, with no number, within the same call.

Do post-call actions run for every agent involved?

Yes. Summary, transcript, extracted data and workflows combine the activity of all agents that took part.

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