This guide explains how to set up the Call Transfer tool so your AI assistant can hand off calls to a live representative when requested. This is useful when users ask to speak to a real person, manager, or team member.
Go to Tools & Abilities → Manage Tools.
Click Create Tool and choose Transfer Call as the tool type.
Name the tool using all lowercase and underscores (e.g., transfer_to_live_agent).
Description example:
“Always use this tool when the user requests to speak to a live representative, manager, staff member, or employee in order to transfer the call.”
Enter the phone number the call should transfer to.
Select the country code for the number.
Choose the caller ID behavior:
User's number: The recipient sees the original caller's number.
Assistant's number: The recipient sees the assistant’s number.
Click Save Changes.
After saving, click Add to Assistant to activate the tool for your bot.
Once added, the assistant can now use this tool during conversations.
While the assistant will typically use the tool on its own, you can add a prompt instruction to increase reliability:
“If the user asks to speak with a live representative, always call the tool transfer_to_live_agent.”
Use descriptive tool names for easier reference.
Make sure the transfer number is valid and answers correctly.
Choose the appropriate caller ID setting based on your business need.
