Transfer Call | Smallest AI Docs

Transfer Call lets your agent hand off conversations to humans when needed. You can do a cold transfer (immediate connection) or a warm transfer (AI briefs the human first).

Location: Config Panel (right sidebar) → Transfer Call toggle

Setup

Toggle Transfer Call ON
Click ⚙️ to open settings
Click + Add Transfer Call

Configuration

Transfer call modal — Add Transfer Call modal

Field	Required	Description
Name	Yes	Identifier (e.g., `transfer_to_sales`)
Description	Yes	When to trigger this transfer
Transfer Number	Yes	Destination with country code
Type	Yes	Cold or Warm

Transfer Types

Cold Transfer

Warm Transfer

Immediate handoff. The caller connects directly to the destination without any briefing.

Pros	Cons
Fast	No context for receiving agent
Simple	Caller may repeat themselves

Best for: Simple escalations, high call volume, when speed matters most.

Warm Transfer Options

When you select Warm Transfer, additional settings appear:

During Transfer

Setting	Purpose
On-hold Music	What the caller hears while waiting

During Agent Connection

Setting	Description
Whisper Message	Message the agent hears privately before connecting
Handoff Message	What the AI says to brief the agent (can be dynamic or static)

After Connection

Setting	Description
Three-way Message	Message both parties hear when connected

Examples

Sales Transfer

Support Escalation

Manager Escalation

Field	Value
Name	`transfer_sales`
Description	”Transfer when the caller expresses strong purchase intent and wants to speak with sales.”
Type	Cold

Tips

Be specific in descriptions

Vague	Specific
”When they ask for help"	"When the caller requests to speak with a human or the issue requires manual intervention"
"For sales"	"When the caller expresses strong purchase intent and wants to proceed”

Use whisper messages for context

Only the agent hears this — give them everything they need:

“Incoming transfer: Customer John calling about a billing dispute. He’s been charged twice for order #12345. Already verified his identity.”

Use three-way messages for introductions

Both parties hear this — use it for smooth handoffs:

“I’ve connected you with Sarah from our billing team. Sarah, John is calling about a duplicate charge on order #12345.”

Create multiple transfers

Transfer	Destination	When
`transfer_sales`	Sales team	Purchase interest
`transfer_support`	Support team	Technical issues
`transfer_billing`	Billing team	Payment questions
`transfer_manager`	Manager	Escalations

End Call

Configure call termination

Webhooks

Get notified on transfers