Why it matters
The transfer call tool ensures callers are routed to the right person, team, agent, or phone number without manual intervention. To work correctly, the tool must be both created and explicitly enabled and referenced in the agent’s instructions.
Key Concepts
Transfer Call Tool: A tool that moves an active call to another destination.
Transfer Option: A single routing rule defined within the tool.
Identifier: A human-readable label the agent uses to select the correct transfer option.
Target Channel: An optional voice-enabled channel used when transferring calls across channels.
Step-by-Step: Create a Transfer Call Tool
Open Agents from the left-hand navigation.
Click Tools.
Select Create tool.
Choose Transfer call as the tool type.
Enter a Tool name.
Optionally add a description.
Click Save to open the tool configuration page.
Configure Basic Info
Review or update the Label.
Add or edit the Description if needed.
Click Save to apply changes.
Add Transfer Options
Click Add transfer option.
Enter an Identifier. (For example, sales, support, reception, fallback.)
Select a Type:
Forward to user
Forward to team
Forward to agent
Forward to phone number
Set the Value:
Select a user, team, or agent from the dropdown
Enter a phone number with country prefix
Optionally select a Target channel if transferring to a different voice channel.
Repeat these steps to add additional transfer options.
Click Save to finish creating the tool.
Step-by-Step: Get an Agent to Use the Transfer Call Tool
There are two required parts: giving the agent access to the tool and instructing the agent how to use it.
Create and configure the transfer call tool in the Tools section.
Open Agents and select the agent you want to update.
Click Edit agent.
Scroll to the Agent instructions section.
Add the transfer call tool in the Select tools field so the agent has access to it.
In the instructions text, explicitly name the transfer call tool.
Describe when the agent should use the tool.
Define which Identifier to use for each scenario and any fallback rules.
Save the agent configuration.
Without both steps, the agent will not use the tool.
Tips and Best Practices
Use identifiers that match how callers naturally describe destinations.
Always include a fallback transfer option.
Be explicit in agent instructions about when transfers should occur.
Avoid vague rules like “transfer when needed.”
Test each transfer option with a live call before production use.
Troubleshooting
Issue | Possible Cause | Fix |
Agent never transfers calls | Tool not added or not referenced | Add the tool and name it in instructions |
Wrong destination reached | Identifier unclear or reused | Rename identifiers to be specific |
Call drops during transfer | Invalid number or channel | Verify phone number and target channel |
Agent transfers too early | Triggers too vague | Tighten transfer conditions in instructions |