What you’ll learn
  • How to configure call transfers
  • When to use call transfers
  • Best practices for handling transfers

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Overview

The Call Transfer tool enables smooth transition of calls between AI assistants and human agents. This ensures complex situations are handled appropriately while maintaining professional customer service.

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Key Benefits

  • Seamless transition between AI and human agents
  • Clear transfer conditions
  • Maintain context during handovers
  • Professional customer experience

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Configuration Guide

Call Transfer Configuration

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Required Fields

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1. Description

  • Purpose: Define conditions when the call should be transferred
  • Content: Specify scenarios such as:
    • Customer requests or keywords that trigger transfer
    • Specific issues requiring human assistance
    • Escalation conditions
  • Examples: 
    Transfer the call when:
- Customer explicitly asks to speak with a human agent
- Customer mentions "complaint" or "supervisor"
- Technical issues involve server configuration
- Customer needs to discuss billing disputes

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2. Transfer To

  • What: Destination phone number for the transfer
  • Format: International format with country code (e.g., +1234567890)
  • Example: +18005551234
  • Important: Double-check number accuracy to ensure successful routing

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3. Transfer Type

Currently supports Cold Transfer only:

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Cold Transfer

  • What: Immediate, direct handover
  • Process: Call is transferred immediately to the specified number
  • Best for:
    • Direct routing to human agents
    • Simple transfers
    • High volume scenarios
Coming Soon: Warm Transfer feature will enable contextual handovers where the receiving agent gets briefed before connecting with the caller.

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4. Show Transferee’s Number

  • What: Toggle to show/hide caller’s phone number
  • Use cases:
    • Enable for callback requirements
    • Enable for call tracking
    • Enable for record keeping
  • Privacy: Consider regulatory requirements when enabling

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Examples of the Description Field

Here are examples of transfer conditions you can specify in the description:

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1. Customer Service Escalation

Transfer when customer:
- Asks to speak with a supervisor
- Uses phrases like "manager" or "supervisor"
- Expresses strong dissatisfaction
- Mentions filing a complaint

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2. Technical Support

Transfer when conversation involves:
- Enterprise-level technical issues
- Server configuration
- API integration problems
- Security-related concerns

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3. Billing and Account

Transfer when customer needs to:
- Dispute charges
- Request refunds
- Discuss payment plans
- Handle account termination

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4. Emergency or Urgent Issues

Transfer immediately when:
- Customer reports service outage
- Security breach is mentioned
- Time-critical issues are reported
Important Considerations
  • Always verify transfer numbers
  • Keep transfer conditions clear and specific
  • Monitor transfer patterns to refine conditions
  • Regularly update transfer scenarios based on customer needs

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Troubleshooting

Common issues and solutions:
  1. Failed Transfers
    • Verify phone number format
    • Check destination availability
    • Confirm network connectivity
  2. Unwanted Transfers
    • Review and refine transfer conditions mentioned in the description field
    • Make trigger phrases more specific
    • Monitor and adjust based on patterns
Always test transfer configurations in a controlled environment before using in production.

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