Go to your AI Assistant > Tools and Abilities > Manage Tools > Transfer Call tab.
Is your transfer tool set up? If not, follow the setup documentation.
In your Main Prompt:
Make sure you explicitly reference the transfer tool’s name.
Example:
If your tool is called Transfer_to_Receptionist, your prompt should read something like:
...transfer the call to our team using Transfer_to_Receptionist.
Format:
Use the exact tool name (case sensitive, underscores, etc.) as shown in the Tools section.
In the transfer tool settings, the destination number must be in raw format:
Example: +12342342345
No spaces, no hyphens, no extra characters—just + and the country code followed by digits.
If the number isn’t in this format, the transfer may fail or not initiate at all.
If you’re using the AI to dynamically pick a transfer target:
The Transfer Destination Prompt should clearly describe:
When to transfer
The department/person name
The raw phone number to use
Format Example:
If the user says they need tech support, transfer the call to Tech Support at +15556667777.
If the user says they need billing, transfer the call to Billing Department at +15559998888.
Place the number directly after the department/person in the same line for clarity.
Clear, concise description:
E.g., “Use this tool to transfer the call to the receptionist every time the user asks to talk to a human. Transfer to +12342342345.”
No need to list every possible outcome if only one number is used. For multiple, use the destination prompt as above.
Click Save Changes after editing either the tool or the prompt.
Test a transfer:
Try a real conversation and trigger the transfer condition.
Watch what happens in the call log/inbox to see if the transfer is attempted or fails.
Check your telephony provider’s requirements (Twilio, Telnyx, etc.) for any restrictions on transferring.
Check platform logs/call center:
Is there an error message like “invalid number” or “transfer failed”?
If using a warm transfer, be aware this may require double billing (AI stays on the line).
Final ChecklistStep | What to Check/Do |
Tool Connected? | Transfer tool set up in AI assistant |
Prompt Reference | Tool name mentioned in global/main prompt (correct syntax/case) |
Number Format | Transfer number in raw format: +[country][number] (no spaces or dashes) |
Transfer Destination Prompt | (If used) – Clearly lays out WHEN to transfer and WHICH number to use |
Save & Test | After edits, save and test a real transfer |
Provider/Logs | If it fails, check error in call logs and review provider requirements |
If you need help:Send the exact error or log output you’re seeing.
Tell us if you’re using static or dynamic transfer.
Confirm if you’re using warm transfer or regular transfer.
