***

title: Transfer Call
sidebarTitle: Transfer Call
description: Configure call transfers to human agents.
------------------------------------------------------

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

1. Toggle **Transfer Call** ON
2. Click ⚙️ to open settings
3. Click **+ Add Transfer Call**

***

## Configuration

<Frame caption="Add Transfer Call modal">
  ![Transfer call modal](https://files.buildwithfern.com/smallest-ai.docs.buildwithfern.com/3cd306b8b05d9db96278dce1af6ccdfbc5bf8caac5aed624015a36df1c4b8e86/products/atoms/pages/platform/building-agents/images/transfer-call-modal.png)
</Frame>

| 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

<Tabs>
  <Tab title="Cold 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.
  </Tab>

  <Tab title="Warm Transfer">
    AI briefs the human first. The receiving agent gets context before the caller joins.

    | Pros              | Cons               |
    | ----------------- | ------------------ |
    | Human has context | Slightly longer    |
    | Better experience | More configuration |

    **Best for:** Complex issues, VIP callers, when continuity matters.
  </Tab>
</Tabs>

***

## Warm Transfer Options

When you select Warm Transfer, additional settings appear:

<Frame caption="Warm transfer options">
  ![Warm transfer options](https://files.buildwithfern.com/smallest-ai.docs.buildwithfern.com/baf324508040a11d6e20372d6f4f7782792a681abe2e608ba64686cff6930614/products/atoms/pages/platform/building-agents/images/transfer-call-warm.png)
</Frame>

### 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

<Tabs>
  <Tab title="Sales Transfer">
    | Field           | Value                                                                                      |
    | --------------- | ------------------------------------------------------------------------------------------ |
    | **Name**        | `transfer_sales`                                                                           |
    | **Description** | "Transfer when the caller expresses strong purchase intent and wants to speak with sales." |
    | **Type**        | Cold                                                                                       |
  </Tab>

  <Tab title="Support Escalation">
    | Field           | Value                                                                                  |
    | --------------- | -------------------------------------------------------------------------------------- |
    | **Name**        | `transfer_support`                                                                     |
    | **Description** | "Transfer when the issue requires manual intervention or the caller requests a human." |
    | **Type**        | Warm                                                                                   |
  </Tab>

  <Tab title="Manager Escalation">
    | Field           | Value                                                                     |
    | --------------- | ------------------------------------------------------------------------- |
    | **Name**        | `transfer_manager`                                                        |
    | **Description** | "Transfer when the caller is upset and asks for a manager or supervisor." |
    | **Type**        | Warm                                                                      |
  </Tab>
</Tabs>

***

## Tips

<Accordion title="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"                    |
</Accordion>

<Accordion title="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."
</Accordion>

<Accordion title="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."
</Accordion>

<Accordion title="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       |
</Accordion>

***

## Related

<CardGroup cols={2}>
  <Card title="End Call" icon="phone-slash" href="/atoms/atoms-platform/single-prompt-agents/configuration-panel/end-call">
    Configure call termination
  </Card>

  <Card title="Webhooks" icon="webhook" href="/atoms/atoms-platform/single-prompt-agents/agent-settings/webhooks">
    Get notified on transfers
  </Card>
</CardGroup>