Transfer a call to a human
Escalate to a teammate with the full conversation context attached.
Transfers are a workflow step, so you control exactly when they fire rather than relying on the agent's judgment.
Steps
- Open the agent's workflow and add a Transfer step.
- Set the destination — a number, a ring group, or a queue.
- Define the conditions that trigger it, such as an explicit request or a failed identity check.
- Choose warm (the agent briefs the human first) or cold.
Good to know
- Warm transfers pass a summary and collected fields, so the caller doesn't repeat themselves.
- If nobody answers, the fallback path on the step decides what happens next.
