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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

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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

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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

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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

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