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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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.