--- title: "Assistant Isn’t Transferring Calls" description: "AI Call Transfer Not Working?" url: https://support.agentsuite.ai/en/articles/186-assistant-isn-t-transferring-calls collection: "Troubleshooting and Help" updated: 2026-07-01 language: en --- # Assistant Isn’t Transferring Calls AI Call Transfer Not Working? ## **Troubleshooting Guide** ## **1\. Check the Tool Connection** - 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. * * * ## **2\. Prompt Mentions the Tool Name** - **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. * * * ## **3\. Transfer Number is in Raw Format** - 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. * * * ## **4\. Transfer Destination Prompt (If Routing Dynamically)** - 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. * * * ## **5\. Description Field in the Tool** - **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. * * * ## **6\. Saving and Testing** - 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. * * * ## **7\. If Transfer Still 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 Checklist**

Step	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.