# Call Transfer: Redirect Calls to a Human Agent
Our AI agent can now seamlessly **transfer calls to a phone number** (such as a call center agent) depending on the conversation.
This feature is ideal when:
* The user prefers to speak with a human.
* The sales request is out of the AI’s defined scope.
* The call is part of a validation or compliance process.
When a call is transferred, you’ll see new **outcome tabs** in the call logs (e.g., *Talk to Agent*, *Transferred*), making it easy to track results (see screenshots ).\
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### How to Set Up Call Transfers
Follow these steps to configure call transfers for your agent:
1. **Go to the Agent Configuration page.**\
In the **Call Transfers** section, click **New Transfer**.
2. **Add a Transfer Name.**\
Example: *Billing Department*.
3. **Set the DDI (phone number).**\
Enter the phone number where the call should be transferred.
4. **Define the Condition.**\
Write the condition that must be met for the AI to transfer the call.\
Example: *“The customer asks to speak with the billing department.”*
5. **Add multiple transfers if needed.**\
You can configure as many transfers as required for different scenarios.
6. **Click Save.**\
Your transfer rules will now be active.
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### Provider Compatibility
✅ **Works with both ElevenLabs and Bland** – so you don’t need to worry about balancing between AI providers. The transfer logic applies equally to both.
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#### 📲 New: Transfer VoIP Calls to a Human Agent via Telephony
VoiceB now supports **transferring VoIP-generated calls to human agents or call centers using traditional telephony (PSTN)**.
This enables a **hybrid call model** where conversations start in **VoIP/WebRTC + AI** —low friction, browser-native—and are escalated to **human agents on regular phone lines** once qualification criteria are met.
**How it works**
* The call starts via **VoIP (WebRTC)** from the widget or inbound VoIP channel.
* The AI agent handles greeting, intent detection, qualification, and data collection.
* When a transfer condition is met (qualified lead, user request, business rule), VoiceB **converts the VoIP call into a standard phone call**.
* The conversation is transferred to a **human agent or call center** with full context.
**Why this matters**
* **Lower friction at entry**: VoIP increases engagement and funnel volume.
* **Smarter escalation**: Only qualified conversations reach human agents.
* **Operational efficiency**: AI absorbs low-value traffic; humans focus on closing.
* **Enterprise-ready**: Works with existing call center infrastructure.
**Typical use cases**
* Inbound sales qualification before agent handoff
* High-volume digital journeys (telecom, energy, automotive, finance)
* Reducing call center load without sacrificing conversion
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### Example
* **User:** “I want to talk to an agent.”
* **AI:** “Please hold, I’ll transfer you to an agent.”
* **System:** Transfers to the configured DDI.
Outcome in dashboard: **Valid → Talk to Agent → Transferred**.
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