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This capability is in beta. Behavior can change before general availability.
At the end of this page, your voice agent hands callers to the right destination and the caller knows what is happening. A handoff to a member in the dashboard or to another voice agent stays one call in history, and its recording and transcript follow the caller. A transfer to a SIP address hands the caller to your phone system, so the recording and transcript stop at the transfer.

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Before you start

Before you start, sign in to the dashboard and select the organization you want to work in.
  • A voice agent. See Create a voice agent.
  • To hand calls to members in the dashboard, the members are in the voice agent’s Call settings → Access list and have live chat access. Taking part in a live call needs a seat. See Live chat seats.

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Add a transfer

1

Add the Transfer Call tool, or a Call Transfer flow node in a conversation flow

The Transfer to section opens.
2

Choose the destination in Transfer to

Choose Phone number, SIP address or Hand off to a person.
3

Choose the Handoff mode

Cold, Warm or Agentic warm decides how the caller connects.
4

Set What the caller hears

This is the short line the voice agent says before it offers or dials the handoff.
5

Save the tool

The tool summary shows the mode, the destination and the ring time.

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Destinations

For a phone number, Displayed caller ID shows the recipient either the Agent number or the Caller number. The Extension / keypad sequence field sets the digits that reach an extension. With Navigate recipient IVR, the voice agent gets through the recipient’s phone menu by an IVR instruction. For a person, Offer to is Any eligible person or Specific people. The first option rings the voice agent’s members who have live chat access and are online. The Ring each person for and Maximum wait fields set how long the offer lasts. The Use handoff hours setting limits when people can receive calls.

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Handoff modes

A SIP handoff connects the caller without a private consultation. While the caller waits, Caller hold audio plays. The voice agent does not speak over a connected person. After the connection, Bridge tone and Public handoff line set what the caller and the recipient hear.

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When nobody connects

If nobody connects → Next step decides what happens to the caller:
  • Return to AI gives the call back to the voice agent with the conversation context.
  • Offer callback offers to call the caller back on the Callback number.

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Take a handed-off call in the dashboard

When a call is handed to you, an Incoming call offer appears in the dashboard.
1

Select Accept call

The caller is on hold and hears hold audio.
2

Select Connect microphone and allow microphone access

With Cold, the caller joins as soon as your microphone is ready, and there is no next step. With Warm, you hear a private brief, or review the caller context when the brief is off. With Agentic warm, you speak privately with the transfer specialist. The caller cannot hear either.
3

With Warm, select Ready to connect. With Agentic warm, select Connect caller

Each mode shows only its own button. You are now speaking with the caller. The voice agent and the hold audio stop.
To give the call back, select Return to AI. The voice agent resumes with the permitted conversation context. End call disconnects you and the caller. If you select Decline, the call is offered to the next eligible person.

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Hand the call to another voice agent

The Agent Transfer tool, or an Agent Transfer flow node, hands the call to another voice agent with the context kept. Choose the published voice agent that continues the call. Its latest published version takes over with its own tools and knowledge.

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Use a transfer agent

The Transfer specialist in Agentic warm is a transfer agent. A transfer agent calls the destination, talks to whoever answers, and decides whether to connect the caller. It talks privately with the recipient while the caller waits, and it does not replace the main voice agent’s settings. Choose the Transfer specialist in Select transfer agent, or select Create new. Transfer agent version is Always the latest published version, or a version you pin. A pinned transfer agent keeps that version when you publish a new one. A transfer agent ends its part of the call with one of two flow nodes or tools:
  • Bridge Transfer connects the waiting caller to the person on the transfer agent’s call.
  • Cancel Transfer sends the caller back to the main voice agent.

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Verify

Make a live call to the published voice agent, for example from its agent link, and ask for a person. Calls from the test panel cannot hand off to a person or a phone number. The Handoffs tab of the call in Calls lists each handoff stage and its result. See Review calls.