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Add a Transfer node

Add a Transfer node to your flow and open it. Under Transfer to, choose Phone Number or Agent.

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Transfer to a phone number

Once the transfer is handed off, the agent leaves the call.

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Transfer to another agent

Choose Agent and select a target agent from your account. The list shows each agent’s name and type. You can’t transfer an agent to itself.
  • The call continues on the same line, with no redial.
  • The details collected so far go with the caller, so the new agent doesn’t ask for them again.
  • The new agent starts its own conversation, with its own prompt, flow and voice.
  • The call stays recorded under the original agent in Call History. The transcript marks the handover.

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Where it works

To test a phone transfer, place a real phone call to the agent. A browser test call always follows Transfer failed.

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The Transfer failed branch

Every Transfer node has a Transfer failed output. The call follows it when the transfer can’t start, for example:
  • The call type doesn’t support phone transfers (browser test calls).
  • The destination or caller ID is a [variable] that was never collected in this call.
  • The phone system rejects the transfer request.
Connect Transfer failed to a node that tells the caller what happens next, for example offering a callback or taking a message. The transcript records the failed attempt.

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Tips

  • Reach a transfer from a global node describing the situation (for example, “the caller asks for a human representative”) rather than from a transition on an open question-and-answer node. That way a stray “yes” can’t trigger it.
  • If the destination comes from a variable, collect it as a phone type so it’s in a dialable format.