> ## Documentation Index > Fetch the complete documentation index at: https://hellotars.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Transfer calls > Hand a voice call to a phone number, a SIP address, a member in the dashboard or another voice agent, and choose how the handoff connects. > [!NOTE] > > 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. ## Before you start Before you start, sign in to [the dashboard](https://dashboard.hellotars.com) and select the organization you want to work in. * A voice agent. See [Create a voice agent](https://hellotars.com/docs/guides/voice/build/create-a-voice-agent.md). * 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](https://hellotars.com/docs/guides/billing/live-chat-seats.md). ## 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. ## Destinations | Destination | Where the call goes | | - | - | | **Phone number** | A number in international format. **Number from** takes a **Fixed number** or a **Call variable**. | | **SIP address** | A **SIP URI**. A SIP address is handed off with **REFER**, so choose **REFER** under **Cold transfer method**. **INVITE** blocks publishing. With **REFER**, the call ends in Tars when your phone system takes the caller, so the recording and transcript stop there. You can add **Custom SIP headers**. Web calls cannot be transferred to a SIP address. | | **Hand off to a person** | A member who receives the call in the dashboard, under **Person in dashboard**. | 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. ## Handoff modes | Mode | How the caller connects | | - | - | | **Cold** | The caller connects to the destination with no private step first. | | **Warm** | The recipient hears a **Private recipient brief** before the caller joins. | | **Agentic warm** | A **Transfer specialist** holds a **Private AI consultation** with the recipient before the caller joins. **Consultation limit** caps it, and **If consultation times out** decides what happens next. **Cancel** returns the caller to the voice agent. **Bridge only if recipient present** connects the caller when someone is on the consultation. If nobody answered, a timeout never connects the caller. | 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. ## 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**. ## 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. ## 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. | Setting | What it does | | - | - | | **Keep the same voice** | The caller keeps hearing the same voice. | | **Keep current language** | The next voice agent keeps the current language. | | **Post-call extraction** | **Transferred only** or **Both agents** runs post-call extraction. | | **Handoff speech** | The line the caller hears before the next voice agent takes over. | [https://dashboard.hellotars.com](https://dashboard.hellotars.com) ![The Handoffs tab of a call highlighted, showing a connected handoff from one voice agent to another with From, To and Version, and the handoff stage at 0:23](https://hellotars.com/docs/docs/guides/voice/images/call-handoffs.png) ## 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. ## 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](https://hellotars.com/docs/guides/voice/monitor/review-calls.md). ## Related pages * [Give a voice agent tools](https://hellotars.com/docs/guides/voice/build/voice-agent-tools.md) * [Build a voice flow](https://hellotars.com/docs/guides/voice/build/build-a-voice-flow.md) * [Review calls](https://hellotars.com/docs/guides/voice/monitor/review-calls.md) * [Live chat seats](https://hellotars.com/docs/guides/billing/live-chat-seats.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.