Call Transfer (Live)
With live transfer, your assistant can transfer the call to a real person during the conversation — either because the caller asks for it or because the assistant recognizes that a human should help.
For automatic forwarding before the conversation (based on business hours, etc.), see Static Call Forwarding.
Defining transfer destinations
Define the people or departments to which the call can be transferred:
| Field | Description | Example |
|---|---|---|
| Name | Internal name of the destination | "Mr. Schmidt (Sales)" |
| Number | Phone number or SIP address | +49 170 1234567 |
| Description | When to transfer here | "For questions about quotes and pricing" |
You can define multiple transfer destinations. The assistant chooses the right one based on the conversation context.
Setup
Activate the tool
Open your assistant → tab Tools → Activate Call transfer.
Add transfer destinations
Click Add destination and configure name, number, and description.
Configure announcement
Optionally, define an announcement that the caller hears before the transfer:
"One moment please, I'll connect you with sales."
Adjust the prompt
Add instructions to your prompt for when the assistant should transfer:
Transfer to sales when the caller asks about prices
or a quote. Ask for their name first.When does the assistant transfer?
The assistant transfers when:
- The caller explicitly asks for it ("Can you transfer me?")
- The prompt specifies it for certain situations
- The description of a transfer destination matches the request
Be specific in the prompt about when to transfer. Vague instructions like "transfer when needed" lead to inconsistent behavior.